Senior Representative – Customer Service

Senior Representative – Customer Service

Requirements

• Minimum high school diploma or GED, preferred.
• Basic computer knowledge, Prior computer experience using Microsoft systems preferred.
• Intermediate Excel skills with the ability to run reports and analyze for accuracy, highly preferred.
• Strong communication/customer service skills, (written and oral) preferred.
• Ability to be an independent worker and self-directed.
• Ability to sit for long periods of time in an open setting.
• Ability to prioritize multiple, concurrent assignments and work with a sense of urgency.
• Ability to work in fast pace environment.

Responsibilities

• Problem resolution for customer orders
• Managing 3-4 accounts daily
• Enter and process orders within an internal database for order management
• Running reports in Microsoft Excel and analyzing for accuracy
• Follow the customer order through its full life cycle
• Responsible for handling 20-40 inbound and outbound calls, with ability to determine needs and provide one call resolution
• Investigate and resolve customer inquiries and concerns in a timely manner
• Enter detailed information into company proprietary software while conversing via telephone
• Place outbound phone calls for customers, confirmations or to obtain missing information
• Working with other internal team members regarding next steps and following escalation protocol

Preferred Qualifications

• Prior computer experience using Microsoft systems preferred.
• Intermediate Excel skills with the ability to run reports and analyze for accuracy, highly preferred.
• Strong communication/customer service skills, (written and oral) preferred.