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Customer Service Representative

Responsibilities:

ESSENTIAL JOB FUNCTIONS

  • Maintain relationships and favorable contacts with assigned accounts
  • Meet all assigned responsibilities and goals
  • Receive, document, coordinate and complete following business transactions and requests accurately and timely as defined in established policies, procedures, and current directives
    • Purchase Orders and related requests
    • Returns and related requests
    • Information requests
  • Coordinate on-time delivery of products and services accurately and timely as defined in established policies, procedures and directives
  • Participate in cross-functional teams and team projects.
  • Communicate effectively with customers, team members, peers, and managers relating to issues, progress, status and solution
  • Document caseload and issues within CRM program of Salesforce
  • Work within the Company to balance responsibilities and share information
  • Own the customer experience throughout the entire lifecycle of the relationship
  • Research billing discrepancies and provide feedback on findings
  • Other duties as assigned

SUPERVISORY & OPERATIONAL AUTHORITY

  • None

Qualifications

KNOWLEDGE, SKILLS & ABILITIES

  • Intermediate understanding of telephony concepts, practices, and procedures
  • Ability to coordinate with various levels of management within different functional areas
  • Experience with MS Office Suite
  • Excellent verbal and written communication skills
  • Ability to work within a team environment
  • Intermediate knowledge of company products, practices, and procedures
  • Intermediate Sales Order life cycle management skills

EXPERIENCE

  • Minimum of three (3) years of Customer Service
  • Two (2) or more years working in a specialty call center
  • Customer service experience includes at least one (1) year of closely regulated metric accountability

EDUCATION

  • High School Diploma or General Education Degree (GED)


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