Position Title:
Customer Service Representative
Date:
June 2021
Reports To:
President and Vice President
Exempt
Primary Responsibilities:
A Customer Service Representative, or CSR, is responsible for helping customers with questions or concerns regarding company products and services. Their duties include communicating with customers in-person, over the phone or via email, creating orders based on the customer needs, and answering questions about products and prices.
Essential Duties:
- Responding to all customer inquiries in a polite and timely manner
- Communicating with customers in-person, through email, over the phone or on social media
- Giving detailed explanations of services or products
- Be knowledgeable about the products and answer questions.
- Researching the cost of items such as materials, labor, and transport.
- Receiving orders, calculating charges and processing payments
- Listening to customers’ concerns and handling complaints and returns
- Calculate and return change when required by the payment method.
- Collaborate with colleagues in different departments to ensure projects are completed correctly and in a timely manner.
- Report issues with equipment.
- Reconcile cash drawers and sales receipts.
- Organizing files for billing, customer, and client records, etc.
- Inventory and maintain office supplies.
- Inventory and maintain accurate stock levels.
Other Duties
- Duties require frequent standing and walking, and lifting up to 30 lbs.
- Relating to people in a friendly, positive, and professional manner.
- Requires working to established procedures.
- Maintaining reliable attendance.
- Requires working under minimal supervision.
- Able to maintain a positive disposition.
- Able to close the conversation with the customer feeling everything has been, or will be, taken care of.
- Must be proficient in math and confident in measurements.
- Must have excellent problem-solving skills.
- Must have either excellent memory skills or effective method of remembering.
Minimum Qualification Requirements:
- Customer-service skills
- Great communication abilities, including written and verbal communication.
- Patience, empathy, and professionalism
- Listening skills to respond appropriately and interact positively with upset customers.
- Interpersonal skills to create a pleasant experience for all customers, such as being personable and attentive.
- Good problem-solving and decision-making capabilities
- Attention to detail.
- Basic computer skills, including data entry, website navigation and other software.
- Proficiency with Microsoft Suite programs and ability to learn drawing and CAD programs.
- Effective time management, prioritization, and multitasking skills
- Organization skills to keep accurate records and find important information quickly.
- Ability to calculate sales and change quickly.
- Accountability and accuracy in reconciling sales receipts.
- Ability to work in a team setting.
- Ability to work in a fast-paced, stressful environment.
- The ability to take criticism.
Working Conditions: Office and Warehouse environment
Equipment Use:
Computer and office equipment.
Work Hours:
Monday – Friday, 8:00am – 4:30pm; duties may require occasional overtime.'
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Work Remotely
Job Type: Full-time
Pay: $20.00 - $28.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Shift:
Education:
- High school or equivalent (Required)
Experience:
- Sales Experience: 1 year (Preferred)
- Customer service: 1 year (Required)
License/Certification:
- Driver's License (Preferred)
Work Location: In person
