What are the responsibilities and job description for the Customer Service Representative position at Marketing Alliance Group?
Job Summary:
The Customer Service Representative (CSR) serves as a primary point of contact for our clients, providing timely and accurate information related to products, services, orders, and project updates acting as a liaison between customers and internal departments including production, design, engineering, and logistics to ensure a smooth, efficient, and positive customer experience from order inception through delivery.
Job Duties/Responsibilities:
- Effectively manage incoming calls
- Identify and assess customers’ needs to achieve satisfaction
- Build sustainable relationships of trust through open and interactive communication
- Provide accurate, valid and complete information by using the right methods/tools
- Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution
- Keep records of customer interactions, process customer accounts and file documents
- Follow communication procedures, guidelines and policies
- Other duties as assigned.
Requirements:
- Proven customer support experience
- Strong phone contact handling skills and active listening
- Familiarity with CRM systems and practices
- Customer orientation and ability to adapt and respond any individuals
- Excellent communication and presentation skills
- Ability to multitask, prioritize, and manage time effectively
- Strong organizational skills
Supervision Received:
Works with minimal supervision. Issues and concerns need to be communicated to the supervisor.
Qualifications and Education Requirements:
- High school diploma or GED required
- 1-3 years of customer service experience, preferably in manufacturing, distribution or production environment preferred
Physical Requirements:
Lifting: Occasionally raises objects from a lower to a higher position or moves objects horizontally from position-to position. Weight is usually less than 25 lbs.
Push/Pull: Occasionally uses upper extremities to exert force in order to draw, haul or tug objects in a sustained motion. Weight is usually less than 25 lbs.
Reaching: Extends hand(s) and arm(s) in any direction. Weight is usually less than 25 lbs.
Stooping: Bends body downward and forward at the waist. Weight is usually less than 20 lbs.
Standing: Standing for moderate levels of time. Infrequently more than 30 minutes at a time.