Customer Service Representative - Elkridge, MD

Job Description

Customer Service Representative

Non-Exempt

Reports To: Branch Manager

POSITION SUMMARY:

A Customer Service Representative works with clients who have orders, complaints or require information about products/services purchased from the organization. They also provide solutions that fit those individualized situations and prioritize the customers’ needs at each step of the process.

ESSENTIAL JOB FUNCTIONS:

The following responsibilities are subject to change based on the needs of the company and the employee level.

Enter customer orders for auto glass parts and process customer returns.

Process daily cash, credit cards, and check deposits with accurate data entry.

Assist with inventory - interacting with operation warehouse inventory control.

Interact with customers via telephone and in-person providing information and assistance.

Manage customer accounts with discretion and escalate customer concerns as needed.

Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure a solution.

Keep records of customer interactions, process customer accounts and file documents.

Manage large amounts of incoming phone calls.

Develop working knowledge of the evolving products and services to better serve customers.

PROFESSIONAL EXPERIENCE, SKILLS, ABILITIES:

Professional demeanor with superior telephone and people skills.

Able to communicate clearly.

Must be organized and able to multi-task.

General knowledge of Microsoft products.

Type 30 wpm (preferred).

Ability to work collaboratively in a team environment.

Excellent at resolving customer conflict.

Willing to learn and follow directives.

Exhibit patience and attentiveness.

Exceptional time management skills with impeccable follow through.

Technologically proficient.

EDUCATION REQUIREMENTS