Job Title: CUSTOMER SERVICE REPRESENTATIVE

Department: CUSTOMER SERVICE

Reports To: CUSTOMER SERVICE MANAGER

Overall Description:

Serve as the front line of support for clients and customers, act as a liaison, provide product information, answer questions, and resolve any emerging problems that our customer accounts might face with accuracy and efficiency.

Essential Duties and Responsibilities:

• Receive customers' requests by telephone, fax, and email; analyzes requests, provide information requested or ascertain who best can provide the information, and routes the request to the proper person
• Handle multiple phone calls in an efficient and professional manner
• Interact directly with walk in customers including designers, manufacturers, store owners, drivers and couriers
• Receive customer orders and respond to customer questions related to orders
• Process orders in company software
• Provide accurate, valid and complete information by using the right methods/tools
• Respond to customers' requests in a timely manner via telephone, fax, and email, as well as in person
• Provide samples, price quotations, and similar data to customers, as required
• Contact customers to confirm data omitted on orders
• Maintain knowledge of product line, prices, delivery time, drop ship items, and similar data, as required
• Process authorized returns or replacements
• Build sustainable relationships and trust with customer accounts through open and interactive communication
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
• Take the extra mile to engage customers
• Additional duties as requested

Supervisory Responsibilities:

This position has no supervisory responsibilities.

Required Skills and Abilities:

• Strong organization skills
• Strong verbal and written communication skills including the ability to compose correspondence
• High attention to detail and focus
• Excellent phone etiquette and ability to treat people with respect
• Possess active listening skills
• Be customer oriented with the ability to adapt/respond to different types of characters
• Ability to prioritize and manage time effectively
• Must follow policies and procedures
• Must have good attendance
• Must observe safety and security procedures; report potentially unsafe conditions.
• Have the ability to operate simple office equipment sufficiently
• Fluency in Spanish a plus but not required

Education and /or Experience:

• Minimum 1 year of customer support or Client Service Representative experience
• High school diploma