ALLSTAFF
Customer Service Representative
$20.50/hr.
Evening Shift: M-F 12:30PM-9PM (training will be 10:30AM-7PM)
ESSENTIAL FUNCTIONS:
Meets customer needs by providing product and service information. Resolves product, service and payment problems. Maintains established service levels and quality goals while portraying a positive image of the company via telephone contact. 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 is mandatory.
- Responds to and resolves inbound phone calls and issues in a skillful and prompt manner.
- Updates customer profile, comments and maintenance screens with additional information.
- Forwards 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.
- Resolves customer situation in first contact and forwards situations required to be handled by Team Leader.
- Based on customer situation, is empowered to make decisions utilizing all current procedures.
- Maintains knowledge of all products offered.
- Maintains knowledge of current marketing efforts.
- Provides feedback through established communication channels to ensure those customers comments and opinions are being heard.
- Utilizes sales skills to actively retain customers. Promotes the benefits of the clubs and approval programs.
- Accurately tracks data.
- Develops working knowledge of inter-related departments.
NOMINAL FUNCTIONS:
- Organizes and maintains all information for quick and easy reference.
- Participates in Special Projects and additional tasks.
- Performs tasks between calls remaining available to receive incoming calls.
- Assists other departments when requested.
EDUCATION/EXPERIENCE REQUIREMENTS:
- Two years of college or equivalent and a minimum 2 years of Customer Service or sales.
- Basic telephone techniques training (will provide)
- Work Skills Training (will provide)
SKILLS/ABILITIES:
- Knowledge of basic math
- Strong listening skills
- Above average keyboarding skills
- Legible handwriting
- Able to lift up to 35 lbs.
- Good interpersonal skills
- PC Skills- Business management software as appropriate
- 20/20 corrected vision
- Possess a professional and courteous voice/excellent dictions and grammatical skills.
- Demonstrates proper telephone etiquette.
- Ability to multitask
- Strong problem-solving skills.