Customer Service Representative I
Reports to: Classification: Date: Department: Division: Approved:
JOB SUMMARY: Interact with customers to provide information in response to inquiries about products and services and to handle and resolve complaints. Exclude individuals whose duties are primarily sales or repair. ESSENTIAL FUNCTIONS: 1. Monitors and assigns work to Customer Service Representatives, while performing all the tasks of a Customer Service Representative. 2. Trains, explains tasks, and assists in the solution of problems. 3. Receives customers' requests by telephone or mail, analyzes requests, provides information requested or ascertains who can best provide the information, and routes the request to the proper person. 4. Analyzes transactions, corrects records, and adjusts errors. 5. Searches company records under ZIP code, name, account number, etc., using CRT, computer printout, or requisition information from factory. 6. Traces status of orders through Expediting Department. 7. Resolves customer questions related to orders, takes orders as needed. 8. Maintains liaison with other departments for order completion. 9. Writes up order, mails catalog, samples, price quotations, and similar data to customer, as required. 10. Responds to customers' requests via telephone or mail, using typewriter or personal computer when necessary. 11. Contacts customers to ascertain data omitted on orders. 12. Has knowledge of product line, prices, delivery time, drop ship items, various marketing promotional services, and similar data, as required. 13. Processes all insurance agents' orders and courtesy sales originating through mail. 14. Prepares and forwards preliminary paperwork to Returns and Replacements on problem orders and gifts not received. ADDITIONAL RESPONSIBILITIES: 1. Provides switchboard relief as needed. 2. Assists in Returns and Replacements as needed. 3. Performs other allied duties as assigned by supervisor. EXPERIENCE AND BACKGROUND: One (1) year's experience. Knowledge and ability—English and grammar. Pleasant telephone voice/manner, ability to operate simple office equipment sufficiently to perform the job. Ability to compose correspondence. EDUCATION: High school education or equivalent.