What are the responsibilities and job description for the ON PREMISE - CSR position at SPECS FAMILY PARTNERS LTD?
Summary
The main role of the Customer Service Representative (CSR) is to receive customers orders via phone, email, or fax and process that order into the intranet or telnet systems for delivery or pick-up. The CSR is responsible for the accurate, precise and timely input of the customers order with little to no errors. Errors on a customers order is the poorest form of customer service resulting in unnecessary and costly expenses to the bottom line of both our customer and Specs.
Essential Duties and Responsibilities include but are not limited to the following:
- Knows and actively demonstrates, daily, our Company Mission Statement and our Core Values
- Answer calls and respond to email and/or fax orders
- Process all orders in a timely manner
- Required to process at minimum 25 orders per shift.
- Maintain an error rate <3% of your total orders processed.
- Self-verification and self-correction will eliminate a charged error.
- Handle customer inquiries both over the phone and by email.
- Research required information using available resources.
- Manage and resolve customer complaints.
- Identify and escalate priority issues.
- Route calls to appropriate personnel.
- Follow up customer calls when necessary.
- Document all call information according to standard operating procedures.
- Complete call logs and end of shift reports in a timely manner.
- Other projects as assigned by management CSR Lead or Office Manager
- Efficiently carrying out all the directives given by Management Team
- Working in accord with all safety regulations of Specs Family Partners and OSHA
- Should possess time management skills and be able to prioritizes tasks and meet the demands of the day
- Attendance and Timeliness is required. This is not a job you can do from home
Supervisory Responsibilities
This job has no supervisory responsibilities.
To perform this job successfully, an individual must be able to perform each essential duty listed above satisfactorily. State law says you must be over the age of 21 to work at Specs. Specs insists that you be a human being (my dogs are cute, but they cannot do the job). The requirements listed below are representative of the knowledge, skill, and/or ability required. In other words, here is the technical stuff:
Education or Experience
We would love you to 1-2 years of customer service experience, but if you are willing to learn, were willing to teach you. Wed like you to have a high
school diploma or a general education degree (GED), but sometimes, experience is the best education.
Language Skills
We need you to be able to read, comprehend and write simple instructions or memos. You must be able to talk and communicate with coworkers and guests
Mathematical Skills
You need the ability to add, subtract, multiply and divide in both whole numbers and in fractions and decimals without the aid of calculator or abacus. Counting is a major plus too as your count becomes inventory.
Attitudinal and Personal Skills
You have the job. Now you need to do the job. You need to be responsible, reliable and committed to providing excellent service. Patience, friendliness and an outgoing personality are needed for success. You need to be a self-starter with a strong work ethic who completes job assignments in a timely fashion and then looks for the next task. You must be able to remain calm under pressure, organizational skills/attention to detail, adapt to change, and keep production quick and efficient. We require you to be computer/10-key data entry proficient. You should also be knowledgeable of Microsoft Office, including but not limited to Outlook, Excel, Word, etc.
Hours
Full Time is typically 40 hours per week. Must be available to work any shift on Friday or Saturday and must be available 80% or more of all shifts each week.
Part Time is up to 25 hours per week
We schedule for the needs of our business. Working outside of your scheduled time without Store Manager approval is prohibited. In other words,
you cannot decide to make up hours because you missed some time after a night out with your buddies unless your manager oks it.
Reasoning Ability
You need the ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Knowing when to come in from the rain is a plus.
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals who need them to perform the essential functions. This job regularly requires standing, walking, or bending; use of hands and fingers to handle or feel; reaching with hands and arms; talking and hearing. Specific vision abilities required by this job include close vision, distance vision, depth perception and the ability to adjust focus.
Work Environment and Environmental Conditions
We provide a fun and positive environment in for our staff. The noise level is usually moderate to loud.
Qualifications: