Customer Service Representatives jobs

Position Description:

Position Purpose:

To be an empowered employee, by utilizing personal skills, abilities and core values to fulfill the functions of this position, to build an exceptional company.

Position Responsibilities: Maintain customer contact information in database.

Enter domestic sales orders.

Communicate daily via phone and email with domestic prospects and customer contacts.

Support domestic distributors, sales agents/representatives, and customers.

Maintain CRM database per defined processes.

Support all Strategic Initiative projects as requested.

Support all sales team activities and tasks as requested.

Assist and support domestic customers with any product or service complaints and resolution.

Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, issuing RMAs, or adjusting invoicing.

Refer unresolved customer grievances to designated departments for further investigation.

Answer incoming phone calls and assist/redirect callers as needed.

Traits and Characteristics : Attention to Detail Job requires being careful about detail and thorough in completing work tasks.

Dependability Job requires being reliable, responsible, and dependable, and fulfilling obligations.

Integrity Job requires being honest and ethical.

Cooperation Job requires being pleasant with others on the job and displaying a good-natured, cooperative attitude.

Stress Tolerance Job requires accepting criticism and dealing calmly and effectively with high stress situations.

Independence Job requires developing one's own ways of doing things, guiding oneself with little or no supervision, and depending on oneself to get things done.

Initiative Job requires a willingness to take on responsibilities and challenges.

Leadership Job requires a willingness to lead, take charge, and offer opinions and direction.

Persistence Job requires persistence in the face of obstacles.

Self Control Job requires maintaining composure, keeping emotions in check, controlling anger, and avoiding aggressive behavior, even in very difficult situations.

Physical Requirements: Cognitive and Physical Requirements:

Ability to sit up to 90% of the day.

Ability to climb stairs 1-2 times per day.

Skills and Abilities: Skills:

Active Listening Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.

Speaking Talking to others to convey information effectively.

Service Orientation Actively looking for ways to help people.

Reading Comprehension Understanding written sentences and paragraphs in work related documents.

Critical Thinking Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.

Persuasion Persuading others to change their minds or behavior.

Active Learning Understanding the implications of new information for both current and future problem-solving and decision-making.

Monitoring Monitoring/Assessing performance of yourself, other individuals, or organizations to make improvements or take corrective action.

Social Perceptiveness Being aware of others' reactions and understanding why they react as they do.

Time Management Managing one's own time and the time of others.

Abilities:

Oral Comprehension The ability to listen to and understand information and ideas presented through spoken words and sentences.

Oral Expression The ability to communicate information and ideas in speaking so others will understand.

Speech Clarity The ability to speak clearly so others can understand you.

Speech Recognition The ability to identify and understand the speech of another person.

Near Vision The ability to see details at close range (within a few feet of the observer).

Problem Sensitivity The ability to tell when something is wrong or is likely to go wrong. It does not involve solving the problem, only recognizing there is a problem.

Written Expression The ability to communicate information and ideas in writing so others will understand.

Written Comprehension The ability to read and understand information and ideas presented in writing.

Deductive Reasoning The ability to apply general rules to specific problems to produce answers that make sense.

Inductive Reasoning The ability to combine pieces of information to form general rules or conclusions (includes finding a relationship among seemingly unrelated events).

Keyboarding Adequate skills to perform job effectively.

Sitting The ability to withstand sitting for long periods of time.

Lifting The ability to safely lift a minimum of 30 pounds.

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