Customer Service Representative

Job Title: Customer Service Representative

Department

FLSA Classification

EEO Classification

Last Modified

Call Center

Non-Exempt

Administrative Support Workers

08/22/2024

Job Summary:

Uses technical and analytical skills to provide customer service by offering solutions, explanations and options that will satisfy the customer while preserving the best interests of the company. This role is primarily done via phone but may include written correspondence. 

Essential Duties & Responsibilities:

• Provides fast and efficient service when relaying billing specific information about products or services, orders, cancellations, or obtaining details of complaints.


• Ensures customer satisfaction and maintains a friendly, helpful, and empathetic demeanor in all interactions.


• Maintains close contact with customers to give updates on progress toward resolution of billing issues.


• Ensures that appropriate changes were made to resolve customers' billing problems.


• Refers unresolved customer billing issues to designated departments for further investigation.


• Uses business software to process voids, credits, cancellations, changes, and payments.


• Keeps records of customer interactions related to billing, recording details of inquiries, complaints, or comments, as well as actions taken.


• Other duties as assigned.

Job Qualifications:

• High School Diploma or equivalent required.


• 2 years of customer service experience preferred.

Skills:

• Excellent verbal and written communication.


• Excellent knowledge retention and recall.


• Strong collaborative skills.


• Strong problem-solving skills.


• Customer service orientation.


• Critical thinking.


• Active listening.


• Computer skills and knowledge of relevant software.

Physical Demands:

While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel; reach with hands and arms; talk or hear. The employee frequently is required to stand, walk, and sit; climb, balance, stoop, kneel, crouch or crawl. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision depth perception, and ability to focus.

The conditions listed are representative of those that must be met by an employee to perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.

The company has reviewed this job description to ensure that essential functions and basic duties have been included. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills, and abilities. Additional functions and requirements may be assigned by managers as deemed appropriate.

Equal Opportunity Employer/Veterans/Disabled