Customer Service Representative
SUMMARY: Provides customers with courteous customer service in person or over the phone; Strives to retain present customers and develop new business by extending professional and efficient service and suggesting additional services and products to serve customers’ needs.
AVAILABILITY: Monday-Friday 10:00am-6:00pm, Set Schedule
LOCATION(S): Cypress, TX
DUTIES AND RESPONSIBILITIES:
The responsibilities of the position might include, but are not limited to the following:
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Answers, screens, and directs calls on multi-line phone system in a courteous and professional manner; takes messages and/or forwards telephone calls to appropriate employee, voice mail, or pager
- Clears messages each morning and delivers to appropriate employees
- Meets and greets all visitors; determines their needs and directs them to the appropriate employee/locations
- Responds to visitors, clients, and employees in a courteous and professional manner
- Retrieves mail
- Prepares and forwards outgoing mail and packages
- Composes and types routine correspondence as required
- Performs general clerical duties including but not limited to filing, photocopying, faxing, and mailing as required
- Organizes and maintains file system; files correspondence and other records
- Prepares and maintains meeting and conference room reservation and catering schedules; circulates schedule to appropriate staff
- Demonstrates a high level of professionalism in dealing with confidential and sensitive issues
- Maintains a presence on all company social media sites in an effort to provide answers and feedback to all customer questions and concerns
- Helps to handles escalated issues by working closely with team members and/or store/department managers
- Provides account information to customers including but not limited to orders status, balances, histories, and discrepancies
- Finds solutions that benefit both the customer and the company
- Provides timely resolution of customer complaints, concerns, and inquiries
- Builds effective relationships and trust with customers and potential customers by listening to their needs and educating them about the products and services that are most appropriate to their situation
- Works closely with the CSM to ensure all practices and sales cultures are being followed
- Works closely with CSM and Warehouse manager(s) to address back orders or other shipping/inventory issues
- Maintains knowledge of policy and product changes within the company to better assist customers.
- Prepares reports and correspondence as needed
- Performs other related duties as assigned by management
QUALIFICATIONS:
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High school diploma or general education degree (GED)
- One to two years related experience or equivalent
- Excellent customer service skills
- Excellent verbal and written communication skills
- Proficiency on various social media sites
- General computer knowledge/skills
- Commitment to excellence and high standards
- Strong organizational skills; able to manage priorities and workflow
- Ability to work independently and as a member of various teams and committees
- Professional appearance and demeanor
- Ability to effectively communicate with people at all levels and from various backgrounds
- Willingness to assist teammates to achieve departmental goals
- Acute attention to detail
PHYSICAL DEMANDS AND WORK ENVIRONMENT:
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Occasionally required to stand
- Frequently required to walk
- Continually required to sit
- Continually required to talk or hear
- Continually utilize visual acuity to operate a computer and/or use a keyboard
- Occasionally required to lift/push/carry items up to 25 pounds