Customer Service Representative

Job Description

Department:SalesReports To:Customer Service SupervisorClassification:Non-ExemptWorkdays:Monday - FridayWork Schedule:11:30 am - 8:00 pm

Join our team and have a successful growing career with Health Care Logistics!

We have a casual and fun work environment with the necessary tools and resources to help you build success and growth within the company. HCL offers competitive compensation, including a base salary and incentive structure, as well as opportunities for professional growth and development with a tiered Customer Service Representative (CSR) progression model. If you are a driven individual with a passion for customer service and building strong customer relationships, we would love to hear from you! Excellent work life balance - never take work home with you!

Primary Function

The CSR manages inbound communication to Health Care Logistics. This includes receiving phone calls, faxes, emails, and instant messages regarding products, services, customer orders, and customer concerns. The CSR is responsible for receiving order information from customers, accurately recording this information, and processing the information to ensure that their order is correctly delivered in a timely manner.

The CSR also initiates and implements corrective action as needed to coordinate the handling of difficult or unique situations in order to ensure that an excellent standard of service and a high level of customer satisfaction is maintained. The nature of this position also requires contact with company staff who support the ordering, delivery, and billing process.

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/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 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.

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 with follow up.

Maintain a friendly and positive attitude when communicating with customers in order to ensure high quality service.

Maintain regular and predictable attendance.

Perform other duties as requested.

Requirements

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.

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 manage multiple work tasks simultaneously.

Exceptional time management skills and punctuality.

A practical understanding of electronic equipment, computer hardware and software, including Microsoft Office applications.

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

Benefits Program

Our benefits are incredible!

We offer a benefits package that includes:

6 Paid Holidays

Full time benefits 1stof the month after 60 days of employment.

Medical Insurance: We offer two medical plan options with low deductibles. Save more on premiums by qualifying for wellness rates!

Dental Insurance

Prescription Drug Program with low copays

VSP Vision Insurance

Flexible Spending Accounts

Paid time off - 7 vacation days and 8 personal days starting at your first full year of service (Prorated hours are given after 1stof the month after 60 days of employment)

401(k) Retirement including 4% company match

Company Paid Life Insurance

Voluntary Life Insurance available for you, your spouse, and your children

Company Paid Short and Long-Term Disability Insurances

Extensive Bereavement Leave Policy

Employee Assistance Programs

Rainy Day Savings Program