Customer Service Representative I

The Customer Service Representative I is responsible for answering incoming calls from sales representatives, C & I distributors, retail customers, consumers as well as end users to provide product, service and warranty information along with sales support.  The representative will resolve product and/or service problems in order to satisfy the customers’ needs. 

Essential Duties

• Actively support the company’s culture and business mission by always putting TCP’s people and its customers first.
• Provide order information with regards to inventory status; order status, delivery status to sales representatives, customers/consumers.
• Answer technical questions with regards to product.
• Resolve product or service problems by clarifying customer’s complaint. Determine cause, explain best solution, expedite correction or adjustment and follow up to ensure resolution.
• Contribute to the team effort by accomplishing duties and tasks as needed and on time.
• Work with area sales managers to meet the goals of the team.
• Work with shipping to expedite orders.
• Enters orders as needed or assigned.

• Actively promotes and personally observes safety and security procedures, and uses equipment and materials properly.
• Other responsibilities or projects assigned by manager

• 1-2 years prior experience in a customer service role with a proven track record in customer satisfaction
• Background in lighting or electrical knowledge a plus.
• Excellent follow-up skills
• Strong organizational skills
• Must be proficient on keyboard and with Microsoft computer applications
• Consistently at work and on time, follows instructions, responds to management direction and solicits feedback to improve performance
• Strong interpersonal, verbal and written communication skills.

Skills, Knowledge and Abilities (SKAs)

• Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
• Actively looking for ways to help people.
• Understanding the implications of new information for both current and future problem-solving and decision-making.
• Communicating effectively in writing as appropriate for the needs of the audience.
• Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
• Ability to work in a fast paced environment and multi-task.
• Strong attention to detail with the ability to plan, organize and prioritize.
• Strong initiative, problem analysis and problem solving skills.
• Computer proficient with Excel, Word, OnBase and Internet search.
• Flexibility – assignments, processes, and procedures can change as the business needs change.
• Able to work as part of a team, shares knowledge as needed and has the ability to work effectively together on the team to achieve departmental/organizational goals.

Education/Training

• Associate Degree preferred

Physical/Environmental

• Sitting for long periods of time, completing tasks using a computer and other office equipment.

• Position requires frequent talking, hearing, and vision with occasional standing, walking and reaching.
• May require lifting up to 10 lbs.
• Job position responsibilities are generally performed in a business office environment with computers, printers and phones.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.