What are the responsibilities and job description for the Customer Service Specialist position at PPS-HPS?
PPS is seeking a detail-oriented Customer Service Specialist for our fabrication facility in Phoenix. This is a full-time, permanent role with benefits and room for growth!
Customer Service Specialists are the front-line meaning CS Specialists are the first point of contact for our customer’s queries/concerns. To be successful in this role you must have a passion for providing first class Customer Service. The CS Specialist is a key role in the organization that drives our success!
Responsibilities and Duties:
- Handle and direct incoming Phone Calls in assigned division.
- Manage customer inquiries via Phone, Email, and Freshdesk; Tickets are initiated in Freshdesk (Ticketing System) so experience in Freshdesk CRM is a plus (Not required).
- Respond and resolve Tickets within department SLA
- Become expert in entering orders using our EDI System
- Collaborate with colleagues and necessary departments to attain solution
- Act as backup for other divisions as necessary per Organizational needs.
- Perform data entry tasks for customer order fulfillment
- Respond to customer queries/complaints and submit claim/credit request on customers behalf
- Diligently identify and report ongoing concerns/issues to upper management for resolution
Qualifications:
- High School Diploma/GED
- Customer service or any customer facing experience
- Must possess excellent communication and great problem-solving skills
- Must have adequate time management and ability to prioritize tasks
- Must be able to de-escalate an escalated matter
- Possess the capacity to express empathy
- No license or Certifications required to perform job duties