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Job Title: Customer Service Representative

Reports To: Customer Service Manager Non-Exempt

Summary:

This position is primarily responsible for assisting our customers with questions via phone, live chat, and email by performing the following duties..

Essential Duties and Responsibilities:

Core duties and responsibilities include the following. Other duties may be assigned.

Takes phone orders, and handles phone calls.

Responds to emails, process returns, post information and responds to forum.

Fields live chat inquiries.

Processes Amazon orders, generates new and repeat sales by providing technical information.

Recommends product solutions based on customer need.

Processes customer quotes.

Takes advantage of cross-sell opportunities.

Attends CS meetings.

Handles customer follow-up.

Processes customer credit card transactions.

Accountability:

Responsible for dispensing product information, escalating special requests to their CS Manager.

Supervisory Responsibilities

This job has no supervisory responsibilities.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience:

Associate's degree (A. A.) or equivalent from two-year college or technical school; or six months to one year related experience and/or training; or equivalent combination of education and experience.

Language Skills:

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

Mathematical Skills:

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.

Reasoning Ability:

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Computer Skills:

To perform this job successfully, an individual should have knowledge of Database software; Internet software; Spreadsheet software and Word Processing software.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit and talk or hear.

The employee must occasionally lift and/or move up to 15 pounds.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.
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