What are the responsibilities and job description for the Customer Service Representatove position at SMS Group of Companies?
Position Summary
We are seeking a dependable, professional, and customer-focused Customer Service Representative to serve as a primary point of contact for customers and provide timely, accurate, and professional support.
The ideal candidate is an effective communicator who is comfortable handling a high volume of customer interactions, resolving concerns, maintaining accurate records, and coordinating with internal departments to ensure customer needs are addressed. This position requires strong organizational skills, attention to detail, and the ability to manage multiple priorities in a fast-paced environment.
Key Responsibilities
- Respond to customer inquiries by phone, email, and other communication channels in a professional and timely manner.
- Provide accurate information regarding products, services, orders, appointments, programs, or account-related questions.
- Research and resolve customer questions, complaints, and service issues while maintaining a positive customer experience.
- Document customer interactions, requests, concerns, and resolutions accurately within company systems.
- Process customer requests, orders, work orders, service requests, or account updates as required.
- Coordinate with internal departments to resolve customer concerns and ensure timely follow-up.
- Escalate complex customer issues to the appropriate department or supervisor when necessary.
- Maintain accurate customer records and update account information.
- Follow up with customers to ensure questions and concerns have been successfully resolved.
- Identify customer needs and provide appropriate solutions or recommendations.
- Meet established customer service, quality, productivity, and response-time expectations.
- Maintain knowledge of company products, services, policies, and procedures.
- Protect confidential customer and company information.
- Assist with administrative responsibilities and special projects as needed.
- Provide a professional and positive customer experience during every interaction.
Qualifications
- High school diploma or GED required; additional education is a plus.
- 1–3 years of customer service, call center, administrative, or related experience preferred.
- Strong verbal and written communication skills.
- Professional telephone and email etiquette.
- Strong problem-solving and conflict-resolution skills.
- Ability to manage multiple priorities in a fast-paced environment.
- Strong attention to detail and organizational skills.
- Comfortable learning and navigating multiple computer systems.
- Proficiency with Microsoft Office, including Outlook, Word, and Excel.
- Experience with CRM, customer service, ticketing, or order-management systems is preferred.
- Ability to work independently while contributing effectively within a team environment.
Preferred Skills
- High-volume customer service experience
- CRM/database experience
- Data entry and documentation
- Order or work-order processing
- Customer complaint resolution
- Scheduling and coordination
- Account management/support
- Cross-functional communication
- Microsoft Office
- Strong typing and computer navigation skills