ESSENTIAL FUNCTIONS

• Receive customer calls, faxes, emails, and instant messages.
• Receive, process, and verify the accuracy of orders from customers using company software.
• Open accounts for customers by creating new records in database.
• Determine charges for services requested, collect deposits or payments, or arrange for billing.
• Confer with customers by telephone to provide information about products, services, or estimates of shipping costs.
• Recommend potential products or services to customers by collecting customer information and analyzing customer needs.
• Solicit sales by cross selling and upselling products to customers, introducing monthly specials, and providing customers with the opportunity to receive sample promotional items.
• Process outbound calls to market product sales such as sample products, open orders, lead follow – up, etc.
• Keep records of customer interactions, transactions, and dispositions, recording details of inquiries, situations, complaints, or comments, as well as actions taken.
• Communicate customer needs, grievances, and situations to the appropriate departments and/or managers for further investigation.
• Troubleshoot work-related problems by sharing new ideas with other team members and supervisors.
• Track the disposition of customer deliveries.
• Initiate required action for response to customer service requests for order changes, including the maintenance of order/customer information files and communicate changes to the appropriate personnel/departments.
• Resolve customers' service or billing complaints by performing activities such as exchanging or returning merchandise, refunding money, or adjusting bills.
• Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
• Write a hand written thank you note to customers who order over $1,000 on an order.
• Maintain a friendly and positive attitude when communicating with customers in order to ensure high quality service.
• Attend computer and customer process training.
• Attend team meetings to discuss departmental issues.
• Recommend office equipment repairs.
• Work safely to prevent on-the-job injuries by following ergonomic guidelines.
• Maintain regular and predictable attendance.
• Perform other duties as requested.

QUALIFICATIONS

Qualified candidates should apply if they possess:
• A minimum of a high school diploma or GED.
• 1-2 years of experience in customer service, sales, retail, hospitality, or other positions related to the service industry.
• A necessary level of skill in reading comprehension to understand and locate information in work related documents.
• Strongly developed capacities in written and oral communication to effectively convey and receive information to and from others.
• Acceptable finger dexterity to perform data entry at a productive rate of speed.
• The ability to work well with others to satisfy a client or resolve an issue.
• A strong service orientation and knowledge of principles and processes for providing high levels of customer service.
• The ability to effectively handle multiple work tasks simultaneously.
• Exceptional time management skills and punctuality.
• A practical understanding of electronic equipment, and computer hardware and software, including Microsoft Office applications as well as other word processing and communication software.
• Thorough knowledge of customer order processing and marketing procedures.
• A good understanding of products and product details such as specifications, uses, and prices.
• The ability to maintain consistent and high levels of inbound calls, customer orders, and customer satisfaction ratings as defined by management.
• Full time availability and reliable transportation.

PHYSICAL DEMANDS AND WORKING CONDITIONS

This position requires that an individual is capable of:
• Frequently using hands and fingers to reach, handle, grab, and type.
• Remaining seated for extended periods.
• Occasionally standing, twisting, bending, kneeling, and squatting.
• Seeing details at close range (within a few feet of the observer).
• Communicating information and ideas clearly so others can understand.
• Listening and understanding information and ideas presented through words, phrases, and sentences.
• Remaining focused while working in a moderately distracting and somewhat noisy call center / office environment (in close proximity of other individuals who are typing and speaking on the telephone).