Customer Service Order Representative
ESSENTIAL FUNCTIONS: Meets customer needs by providing product and service information. Resolves product, service and payment problems. Maintains established service levels and quality goals. Adhere to defined schedule. Note: Some or all of the functions listed below require access to sensitive customer data including but not limited to credit card information. While performing such functions, adherence to all information security policies outlined in the Employee Handbook, which is mandatory for all employees at all times, is mandatory here as well.
Responds to inbound phone orders and calls, resolving calls in a skillful and prompt manner.
Update’s customer profile, comments and maintenance screens with additional information.
Forward’s customer situations unable to resolve or not trained to handle for resolution.
Performs proactive selling by offering phone feature and companion items and closes sales appropriately.
Based on customer situation, is empowered to make decisions. Utilizes all current procedures.
Develop knowledge of all products offered.
Knowledgeable of current marketing efforts.
Feedback information through established communication channels to ensure those customers comments and opinions are being heard.
Responsible for the accurate tracking of data.
Responsible for daily monitoring and adhering to the defined schedule and provides flexibility as workload demands change.
Keeps all information received updated in an orderly fashion for quick and easy reference.
Participate in Special Projects and additional tasks.
Performs tasks between calls remaining available to receive incoming calls.
Responsible to assist other departments when requested.
Two years of college or equivalent. Some customer service or sales experience.
Basic telephone techniques training (will provide)
Good interpersonal skills.
Possess a professional and courteous voice/excellent dictions and grammatical skills.
Must possess strong listening skills.
Demonstrates proper telephone etiquette.
Knowledge of basic math.
PC Skills- Business management software as appropriate.
Strong problem-solving skills.