SUMMARY:
This position is primarily responsible for providing customer service support to the organization by obtaining, analyzing, and verifying the accuracy of order information in a timely manner. This position is also responsible for initiating and/or implementing corrective action as needed in order to ensure that an excellent standard of service and a high level of customer satisfaction are maintained by performing the following duties.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Core duties and responsibilities include the following. Other duties may be assigned. Greets persons entering the business, and determine the nature and purpose of the visit Operates telephones switchboard to answer incoming telephone calls, determines the purpose of callers, and forwards calls to appropriate personnel or department Learn all Products & Services offered to assist customers Manage requests from walk-ins, telephone, emails, and website users regarding quotes for potential orders Provide follow-up with clients regarding orders and quotes Place instructions and/or reference notes on orders as required Follow up with phone calls and/or emails with vendors on clarification of orders placed i.e. discrepancies, questions, or any closure needed Answer customer questions when they inquire about their order Ensure full or down payment is made by cash or card services Assist web users by telephone in properly navigating through the website to place orders Fills out customer information for ordering online, determines charges for service requested, collects payments, and processes the orders Performs administrative support tasks such as proofreading, transcribing handwritten information, and operating calculators or computers to work with pay records, invoices, and other documents Solicits sale of new or additional services 2 Hears and resolves complaints from customers concerning billing or services rendered, referring complaints of service failures to a designated CSR for investigation Transmits information or documents to customers, using a computer, mail, or facsimile machine Retrieves messages from voice mail Takes and delivers messages or transfers calls to voice mail when appropriate personnel is unavailable Answers questions about the organization and provides callers with addresses, directions, and other non-personal information.
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 essential functions.
EDUCATION AND/OR EXPERIENCE:
Associate's degree (A. A.) or equivalent from a 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 and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.
MATHEMATICAL SKILLS: Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
REASONING ABILITY: Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.
COMPUTER SKILLS: To perform this job successfully, an individual should have knowledge of Database software; Internet software; Inventory software; Order Processing systems; Spreadsheet software and Word Processing software. MUST BE PROFICENT IN ADOBE SOFTWARE.
OTHER SKILLS AND ABILITIES: A proven track record of success that includes administrative management, facilities, creative problem solving and business partner experience is desired. Possession of the following competencies in technical knowledge, critical thinking skills, communication skills (verbal and written) and interpersonal skills. Professional, outgoing, and customer service oriented. Remain calm and professional in stressful situations. Friendly, courteous, service-oriented, and flexible and enjoy working with a variety of staff. Detail-oriented and work effectively under pressure while meeting all applicable deadlines. Must be able to work independently and productively with minimum supervision; able to manage multiple projects. Recognize problems, identify possible causes and resolve routine problems. Establish and maintain effective working relationships with internal and external organizations, groups, team members and individuals.
OTHER QUALIFICATIONS:
Able to work a flexible schedule to include weekends and holidays. 1+ years of experience in a customer service or help desk capacity required. Highly developed sense of integrity and commitment to customer satisfaction. Demonstrated passion for excellence with respect to treating and caring for customers.
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; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is occasionally required to stand and walk. The employee must occasionally lift and/or move up to 10 pounds. 6 Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.
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.
Job Types: Full-time, Part-time
Pay: $17.00 - $22.00 per hour
Expected hours: 25 – 40 per week
Benefits:
- 401(k)
- Dental insurance
- Flexible schedule
- Health insurance
- Paid time off
- Vision insurance
Experience level:
Shift:
Weekly day range:
Work setting:
Ability to Commute:
- Farmington, MI 48336 (Required)
Work Location: In person