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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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