What are the responsibilities and job description for the Customer Service (Call Center) Representative position at Witmer Public Safety Group (WPSG)?
SUMMARY
The Customer Service (Call Center) Representative is responsible for interfacing with customers on the phone and through e-mail interactions. The Customer Service Representative develops and maintains positive customer relations and coordinates with various functions within the company to ensure customer requests are handled appropriately and in a timely manner.
NOTE: This position is onsite, in-person at our Coatesville, PA headquarters, located across from the Chester County Airport with easy access to express Route 30.
This position is required to be on-site Monday-Friday, 5 days a week from 8:00am-5:00pm with an hour unpaid lunch.
Duties/Responsibilities:
- Portraying a positive company image and engaging in professional and friendly communications with customers
- Coordinate special projects assigned to the call center.
- Track and report daily progress numbers for each project.
- Monitors social media posts and responds to all customer service-related posts.
- Processing orders by mail, telephone, fax, email, or other employees
- Actively listening to customer needs and inquiries to determine appropriate service actions
- Assisting colleagues and other employees with administrative duties
- Being primarily responsible for answering telephones, handling customer transactions, and performing other clerical duties
- Referring any customer questions regarding products or services to the appropriate person
- Establishing and maintaining customer profiles and initializing claim forms
- Performing accurate company-required recordkeeping
- Efficiently and correctly corresponding with vendors and other departments
- Resolving customer problems, such as shipping or invoicing problems, etc.
- Informing customers of prices, shipping dates, anticipated delays and any additional information needed by customer; printing shipment documents; recording or filing copy of order received
- Following-up on orders to ensure delivery by specified dates
- Preparing receipts and shipping documents
- Performing other duties as assigned
- Attend department meetings to share experiences and learn from each other.
- Maintain current knowledge of products, programs, processes and policies