Job Summary:
The Customer Service Representative is responsible for handling customer interactions, managing service requests, and ensuring customer satisfaction by accurately entering and processing orders, service changes, and billing adjustments. This role requires strong communication, problem-solving, and data entry skills to support both customers and internal teams.
Key Responsibilities:
- Engage with customers via phone or in person to process service requests, including installations, service changes, and terminations.
- Accurately input customer data into company systems and maintain organized records of transactions.
- Prepare and manage contract forms, service charges, deposit collections, and change of address records.
- Address and resolve billing inquiries and service complaints, escalating issues to the appropriate department when needed.
- Collaborate with sales representatives and internal teams to resolve order issues, returns, damaged product claims, and other concerns.
- Generate discontinuation orders for customers when necessary.
- Ensure compliance with company policies and procedures while delivering exceptional customer service.
Qualifications:
- High school diploma or GED required; 2-3 years of relevant customer service experience preferred.
- Strong verbal and written communication skills to effectively interact with customers and internal teams.
- Ability to read and interpret documents such as safety rules, operating instructions, and policy manuals.
- Proficiency in mathematical calculations related to billing adjustments, discounts, commissions, and pricing.
- Experience working with customer service and order processing systems (e.g., AS400, Inventory Software, Order Processing Software, Word Processing Software, and Database Software).
- Ability to handle multiple priorities efficiently while maintaining accuracy and attention to detail.
- trong problem-solving abilities to effectively resolve customer concerns.
Skills & Attributes
- Customer Focus: Ensures a positive customer experience by addressing inquiries promptly and professionally.
- Problem Solving: Identifies and resolves issues efficiently, using critical thinking and sound judgment.
- Communication: Clearly expresses ideas and actively listens to understand customer needs.
- Data Entry & Accuracy: Ensures precise input and management of customer records and orders.
- Adaptability: Adjusts to changes in service processes and manages competing priorities effectively.
- Teamwork: Works collaboratively with internal teams and sales representatives to improve customer experiences.
Working Conditions
- Office-based role, requiring extended periods of sitting and computer usage.
- Occasional lifting of up to 10 pounds may be required.
- Moderate noise level environment typical of an office setting.
Equal Opportunity Employment Statement:
Midwest Fastener Corporation is an equal opportunity employer and values diversity. All employment decisions are made based on qualifications, merit and business need without regard to race, color, religion, gender, sexual orientation, national origin, age, disability or any other characteristics protected by applicable law.