Customer Service Rep

Customer Service Representative - Ashland, VA

POSITION SUMMARY

Create a personal experience for our customers by being obsessed with service: building strong relationships with our customers both externally and internally, troubleshooting issues, and providing a higher standard of service. Willingness to learn products, equipment, services, etc. As well as offer suggestions and recommendations that will best fit our customers' needs.

POSITION EXPECTATIONS

• Build sustainable relationships of trust with internal and external customers through open and interactive communication
• Processes customer orders, service requests, price requests and returns- via live chat, email, and over the phone
• Resolve product or service problems by determining the cause of the problem; selecting and explaining the best solution to solve the problem, expediting correction or adjustment, and following up to ensure resolution
• Partner with the sales team to meet and exceed customers’ service expectations
• Make outbound calls to customers regarding orders, deliveries, backorders, etc.
• Maintain expert working knowledge of all systems, tools, processes & procedures set in place
• Seize opportunities to upsell products when they arise
• Participate in ongoing departmental &/or industry related training
• Go the extra mile to engage customers
• Other duties as assigned

SUPERVISORY RESPONSIBILITIES           

This position has no supervisory responsibilities.

MINIMUM QUALIFICATIONS & SKILLS

Education, Certifications and /or Licenses:

Associate’s degree or equivalent from two-year College or technical school; or two years related experience and/or training; or equivalent combination of education, training, and experience.

Experience:

Experience is preferred, but not required

• 2 years previous experience in a customer/sales support role

Knowledge/Skills:   

• Possess a passion for knowledge: the more you know the better you can service our customers
• Empathetic, good listener and problem solver to help assist customers in difficult situations
• Meticulous attention to detail 
• Customer focus with adaptability to different personality types
• Able to interact professionally with customers and fellow employees
• Live by and lead by TSR’s values and serves as an example of the best we want to see in our team
• Reliable and responsive
• Demonstrate honesty, integrity, and conscientiousness – care about doing the right thing, not the easy thing
• Possess a positive attitude
• Innovative mindset – demonstrate flexibility and problem-solving skills when met with challenges
• Exceptional written and verbal communication skills
• Strong analytical capabilities and problem-solving skills
• Exceptional time management and organizational skills
• Ability to perform multiple, simultaneous complex assignments without direct supervision 
• Able to work independently and/or collaboratively within a team – willing to roll up your sleeves and help the team get work done
• Proficient in Microsoft Outlook, Excel, and Word

PHYSICAL DEMANDS          

The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job.

While performing the duties of this job, the associate may be required to do the following:

• Remaining in a stationary position, often standing or sitting for prolonged periods
• Moving about to accomplish tasks or moving from one worksite to another
• Communicating with others to exchange information
• Repeating motions that may include the wrists, hands and/or fingers
• Assessing the accuracy, neatness and thoroughness of the work assigned

WORKING CONDITIONS AND ENVIRONMENT

The work environment characteristics described here are representative of those an associate encounters while performing the essential functions of this job.

While performing the duties of this job, the associate regularly works in a typical business office environment.

About the Company

The Supply Room a Division of TSRC Inc., is a business-to-business distributor of office supplies, furniture, coffee and breakroom products, janitorial and cleaning supplies, promotional products, and technology solutions to customers seeking customized workplace solutions and personalized service. We are the region’s largest independent office supply dealer with ten locations in Virginia and Maryland. A family-owned and operated company since 1951, TSRC, Inc. is dedicated to supporting our team members and the communities in which we serve.

Available benefits include: paid leave and holidays; medical, dental, vision, and life insurance coverage; short and long term disability coverage; 401k with a corporate match; and tuition reimbursement for career development courses.

TSRC, Inc. is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, age, gender identity, national origin, disability or veteran status.

We require a Back Ground Check, a Drug Screen and all New Hires undergo I-9 E-verification.

TSRC, Inc. maintains a drug free workplace.