SUMMARY

Provide exceptional service to all customers. Take incoming calls, process orders and requests, and advocate for customers.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Receive and process requests for orders, changes to orders, returns, and adjustments; provide customer with a catalog or literature as requested.
• Achieve and maintain rapport with customers and provide exceptional customer service via phone and/or web.
• Use a computer to retrieve customer information, product information, and to process orders.
• Set up new accounts, explain membership, cooperative structure, patronage dividends and share requirements, and enter customer information into the computer.
• Inform customers of product changes, specials, and promotions.
• Respond to customers’ needs and concerns in a timely manner.
• Use a multi-line phone to answer incoming and place outgoing calls, transfer calls as needed, and to check messages.
• Provide accurate and responsive answers to customers’ questions relating to membership, products, returns, ordering, account status, and websites; forward calls to Frontier personnel as needed.
• Log customer feedback on products and services in the computer.
• Perform other duties as needed to provide excellent customer services.
• Strive to reduce waste, recycle products whenever possible, and re-use resources when practical.
• Work safely at all times, follow safety rules and policies and participate in scheduled training.
• Report injuries and near misses promptly and in required detailed format; propose corrective action.

SUPERVISORY RESPONSIBILITIES

This job has no supervisory responsibilities.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE

High school diploma or general education degree (GED); and 6 to 12 months related experience; or equivalent combination of education and experience.

LANGUAGE SKILLS

Ability to read and comprehend detailed instructions, correspondence, reports and memos; write routine reports and correspondence; speak effectively with a variety of people and respond to basic questions in situations where common courtesy and tact are needed.

QUANTITATIVE SKILLS

Ability to add and subtract two-digit numbers and to multiply and divide with 10's and 100's; perform these operations using units of American money and weight measurement, volume, and distance.

OTHER SKILLS AND ABILITIES

• Ability to sit, answer telephone, and work on CRT up to 100% of the time.
• Excellent communication and interpersonal skills.
• Ability to prioritize multiple projects simultaneously.
• Attention to detail, organizational skills, and ability to work within team concept.
• Basic computer skills.

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 with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit, talk or hear, and view a computer monitor or video display. The employee frequently is required to use hands and/or fingers to type, handle, or feel. The employee is occasionally required to stand, walk, and reach with hands and arms.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.