Job Title:Customer Service Representative

Department: Clerical & Administrative

FLSA Status: Non-Exempt

Job Summary

·        Serves customers by providing product and service information; resolving product and service problems.

General Accountabilities

·        Attracts potential customers by answering product and service questions; suggesting information about other products and services.

·        Opens customer accounts by recording account information.

·        Maintains customer records by updating account information.

·        Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.

·        Maintains financial accounts by processing customer adjustments.

·        Recommends potential products or services to management by collecting customer information and analyzing customer needs.

·        Prepares product or service reports by collecting and analyzing customer information.

·        Contributes to team effort by accomplishing related results as needed.

Customer Service Representative Skills and Qualifications:

Customer Service, Product Knowledge, Quality Focus, Problem Solving, Market Knowledge, Documentation Skills, Listening, Phone Skills, Resolving Conflict, Analyzing Information , Multi-tasking

Competencies

·        Problem Solving-Identifies and resolves problems in atimelymanner; Gathers andanalyzes information; Develops alternative solutions; Uses reason.

·        Customer Service - Manages difficult customer situations; Responds promptlytocustomer needs; Responds to requests for serviceand assistance.

·        Oral Communication- Speaks clearlyandeloquently;Listensandgets clarification whennecessary; Respondsinformativelyto questions.

·        Written Communication -Writes clearlyandconcisely; Edits work for spellingandgrammar; Varies writing style to meet needs; Reads and interprets written information.

·        Planning/Organizing- Prioritizes andplans work activities; Uses time efficiently; Plansforadditional resources;Schedules others responsibilities.

·        Judgment -Exhibits sound and accurate judgment;Supports and explains reasoningfordecisions;Includes appropriate people in decision-makingprocess; Makes timelydecisions.

·        Dependability- Followsinstructions; Takes responsibilityfor own actions;Completestasks on time.

·        Initiative -Seeks increased responsibilities; Seeks developmentalgrowth;Solicitsfeedback regularly.

Physical Demands

·        Occasionallyrequired tosit.

·        Occasionallyrequired towalk.

·        Occasionallyrequired touse hands to finger, handle, orfeel.

·        Occasionallyrequired toreachwith hands and arms.

·        Occasionallyrequired totalk or hear.

·        Occasionallyrequired tobend, liftor climb

·        Occasionallyrequired tolift light weights (less than 25 pounds)

·        Fingerdexterityrequired.

·        Hand coordination required.  

·        Vision, ability to adjust or focus.

Work Environment

·        Office Environment

Protech Staffing Services, Inc. is an Equal Opportunity Employer