Customer Service Representative

Job Description

The Customer Service Representative (CSR), under the general day-to-day direction of the Regional Service Manager, or his/her designee, is responsible for administrative work relating to the efficient operation of the Service Department, service call assignments to service technicians, customer service, a wide range of communication skills, operation of office equipment, and assistance as needed. Work of moderate to highly moderate complexity and involves interpretive judgment within prescribed service department and administrative standards, with opportunity for discretion and independent action. The CSR is responsible for timely and appropriate accountability of job assignments and tasks. The work requires the exercise of judgment in the application of prescribed service department and administrative procedures and methods to routine operational matters. The CSR possesses the skills and abilities needed to readily account for the routine service department operations.

The CSR is responsible for all or part of these job duties and responsibilities:

Able to perform duties without close supervision

General mathematical skills, including, but not limited to, addition, subtraction, division, averages, and percentages

Ability to learn and work with software packages quickly and easily

Prioritize duties, multitask, and meet deadlines

Responsible for fielding all incoming customer inquiries promptly via telephone, email, or other communications, identifying customer questions, complaints, concerns, and overall needs, to assist or redirect customers to the right representative, department, or team.

Responsible for reviewing and updating customer information in NetSuite

Assist RSM and service technicians with correctly creating request for quotes and tracking quotes through the estimating process.

Assist in tracking approved quotes through the sales order process, ordering process, scheduling, and installation process.

Review the data entry of service technicians, checking for accuracy and thoroughness.

Participate in quality assurance and improvement initiatives to improve the efficiency of the service department.

Routinely work with the Service Department Dispatcher for efficient operations of the Service Department.

Assist RSM with monthly inventory counts and documentation.

Facilitates as the Liaison with cross-functional teams (e.g., Sales, Marketing, Production, and Service Departments) to ensure customer satisfaction from the initial point of sale to receipt of the end product.

Support the sales team with customer communications or routing/handling escalations.

Follow up with customers after service/install to receive satisfaction rating.

Routine tasks working with Microsoft Office programs, NetSuite, and other computer programs

Maintain and practice a professional standard of customer service

Communicate professionally in writing and verbally

Coordinates scheduling and tracking of requests for service

General clerical duties as required (for example: filing, data entry, etc.)

Show continual improvement through professional and personal development

Utilize technology to assist with routine operations (i.e., email, paging systems)

Assists others as needed or directed

Assists service department technicians with his/her service call schedule

Maintains confidentiality on all matters

Other duties as assigned.

CSR Requirements

Excellent computer skills in a Microsoft Windows environment; must include Excel and demonstrated skills in database management and recordkeeping.

Effective oral and written communication.

Excellent interpersonal and customer service skills.

Evidence of the practice of a high level of confidentiality.

Excellent organizational skills.

Ability to visually define, recognize, evaluate, and differentiate objects

Ability to receive audible messages and convey their meaning to others

Ability to effectively communicate verbally

Ability to effectively read and comprehend written communications

Ability to effectively solve problematic issues

Ability to prepare, compose, and communicate using memos, letters, instructions, directions, correspondence, etc.

Minimum Qualifications

Ability to effectively communicate orally and in writing

Ability to operate Microsoft products (Office, Excel, Access, Outlook, etc)

Build sustainable relationships and trust with customer accounts through open and interactive communication and follow-through

The ability to evaluate, troubleshoot, and follow up on customer issues with an aptitude for conflict resolution, problem-solving, and negotiation

Must be customer service oriented (empathetic, responsive, patient, and conscientious)

Valid Ohio Driver’s License

Successfully pass a pre-employment background investigation

A minimum of one (1) year of experience in a similar position

Education and Experience

3-5 years of prior customer service experience, preferably in a manufacturing or production environment.

Minimum of a High School diploma or GED (College coursework preferred)

Physical Demands of the CSR’s Job

These physical demands are representative of the physical requirements necessary for an employee to successfully perform the essential functions of the CSR's job. Reasonable accommodation can be made to enable people with disabilities to perform the described essential functions of the Dispatcher's job.

While performing the responsibilities of the CSR's job, the employee is required to talk and hear.

The employee is often required to sit for prolonged periods and use their hands and fingers to handle or feel and to manipulate keys on a keyboard.

The employee is occasionally required to stand, walk, reach with arms and hands, climb or balance, and to stoop, kneel, crouch or crawl, ascend and descend stairs

Vision abilities required by this job include both close and distant vision

The employee is occasionally required to lift to thirty (30) pounds without assistance, and thirty-one (31) pounds or greater with assistance.

Work Environment for the CSR’s Job

While performing the responsibilities of the CSR's job, these work environment characteristics are representative of the environment the CSR will encounter. Reasonable accommodations may be made to enable people with disabilities to perform the essential functions of the Administrative Assistant/Secretary's job.

While performing the duties of this job, the employee is occasionally exposed to moving mechanical parts and vehicles.

The noise level in the work environment is usually quiet to moderate.

The typical work environment is a climate-controlled office environment. Dispatchers may occasionally be exposed to outdoor environments.

The typical work schedule is Monday-Friday, 8:00 AM – 4:30 PM, excluding company holidays. This schedule may be adjusted based on the needs of TIBA Parking Systems.

Conclusion

This job description is intended to convey information essential to understanding the scope of the CSR's position, and it is not intended to be an all-inclusive list of skills, efforts, duties, responsibilities, or working conditions associated with the position.Company Description

TIBA provides innovative solutions for the parking market, resulting in reliable, user-friendly products that lower the price of initial acquisition and the cost of ongoing maintenance. TIBA has successfully implemented this through a focus on software development, while continuing to enhance and support its reliable hardware platforms.

Full-time