What are the responsibilities and job description for the Customer Service Associate position at Schagrin Home Comfort Products?
Schagrin Home Comfort Products is a 4th generation family-owned local business specializing in propane delivery and the installation and service of gas appliances including standby generators, gas logs and fireplaces, HVAC equipment, and other comfort and convenience products.
Snapshot
This position is a front desk customer service role. You will be the initial point of contact for both incoming phone calls and customers visiting our Middletown office. This role requires a positive attitude, friendly demeanor, the ability to multi-task, and strong communication skills.
Objective
Under minimum supervision the Customer Service Associate is responsible for various front desk, customer service and accounting tasks including but not limited to inbound and outbound communication, payment processing, preparing deposits, account reconciliation and recordkeeping. Greet customers with a positive, helpful attitude. Provide excellent customer service.
Under minimum supervision the Customer Service Associate is responsible for various front desk, customer service and accounting tasks including but not limited to inbound and outbound communication, payment processing, preparing deposits, account reconciliation and recordkeeping. Greet customers with a positive, helpful attitude. Provide excellent customer service.
Essential Duties and Responsibilities include the following. Other duties may be assigned.
- Answer all phone calls in a prompt and professional manner.
- Screen and appropriately forward phone calls as needed.
- Answer general questions and account questions to meet customer needs.
- Accurately capture and verify customer information.
- Greet and provide in-person customer service to members of the public visiting the Middletown office.
- Process cash and POS payments from customers.
- Responsible for cash drawer - daily reconciliation.
- Scan documents into appropriate technology in a timely and accurate manner.
- Process delivery orders from customer phone requests.
- Process return mail daily.
- Build and maintain strong relationships with customers.
- Maintain ethical standards and confidentiality in the execution of all duties performed.
- Always represent SchagrinGAS and Schagrin Home Comfort Products in a professional and courteous manner and provide excellent customer service.
Additional Requirements
- Demonstrated experience performing administrative and accounting tasks.
- Computer skills, including:
- Entering data into computer using data entry and word processing software.
- Work on and be proficient with e-mail systems.
- Ability to learn new software systems required for Schagrin Home Comfort Products.
- Ability to perform repetitive tasks while maintaining speed of work and attention to detail without loss to productivity.
- Ability to work cohesively with others in a team environment.
- Carries out duties in compliance with all state and federal regulations and guidelines.
- Complies with all company policies and procedures.
- Makes a positive contribution as demonstrated by:
- Making suggestions for improvement.
- Learning new skills, procedures, and processes.
- Being available for other duties as required.
Qualifications
- High School Diploma or GED
- Minimum two (2) years of experience in a customer service role facing the public.
- Minimum two (2) years of experience in a phone customer service role.
Language Skills
- Read and interpret documents such as policies, business documents, invoices, work orders, and standard operating procedures.
Mathematical Skills
- Apply concepts such as fractions, percentages, ratios and proportions to practical solutions.
Physical Demands
- While performing the duties of this job, the employee is frequently required to stand, walk, use hands to touch, handle or feel, and talk or hear.
- The employee is required to sit, reach with hands and arms constantly.
- Specific vision abilities required by this job include close vision and ability to adjust focus.
- The employee must occasionally lift and/or move up to 15 pounds.
Schedule Requirements
- Must be available to work 8:00 AM - 5:00 PM, Monday through Friday.
Benefits Available:
Holiday Pay
Paid Time Off package
Health Insurance
Dental Insurance
Vision Insurance
Life Insurance
401K
401K Employer Contribution
Employee Discount
Wellness Program