Customer Service Representative I

About the Role

Responsible for ensuring all calls are answered and entered into the company system in a timely manner and for providing the best possible customer service to customers. Must be able to handle level 1 call types.

Key Responsibilities

• Responsible for receiving and responding to a large number of incoming requests.
• Identifies and assesses customers' needs to achieve satisfaction.
• Builds sustainable relationships and trust with customer accounts through open and interactive communication.
• Provides accurate, valid, and complete information by using the right methods/tools.
• Documents customer complaints and provides appropriate solutions and alternatives within the time limits.
• Follows up to ensure resolution.
• Keeps records of customer interactions, processes customer accounts, and files documents.
• Follows communication procedures, guidelines, and policies.
• Maintains schedule adherence and accurately tracks non-ACD time appropriately through use of appropriate Aux codes.
• Places parts and supply orders, provides price quotes, RMAs, debits, credits, Web Store enrollments, and performs basic troubleshooting.

Requirements & Tech Stack

• Requires strong phone contact handling skills and active listening.
• Good customer orientation and ability to adapt/respond to different types of characters.
• Excellent communication and presentation skills.
• Ability to multi-task, prioritize, and manage tasks effectively.
• Works in a call center environment.

Qualifications

• HS Diploma, GED, or equivalent experience required.
• Less than one year of related experience.