Customer Service Representative

Position Summary

As the primary point of contact for customer interactions, this role plays a crucial part in facilitating communication between departments in a fast-paced work environment. The Customer Service Representative is responsible for addressing customer inquiries, resolving issues, and ensuring seamless coordination across teams to enhance overall customer satisfaction.

Minimum Qualifications

Education:

• High school diploma or GED (required)

• Bachelor’s degree in administration, sales, marketing, or a related field (preferred)

Experience:

• 1–3 years of experience in customer service or equivalent administrative roles

• Background in handling customer inquiries, complaints, and returns

Knowledge:

• Familiarity with the company’s products or services, including common issues, troubleshooting, company policies, purchasing processes, and customer service procedures

• Ability to effectively address inquiries and resolve problems

Skills:

• Strong written and verbal communication skills

• Proficiency in conflict resolution, multitasking, adaptability, and problem-solving

• Experience using customer relationship management (CRM) systems

• Proven ability to build rapport with customers and maintain positive relationships

Job Responsibilities

• Respond to customer inquiries regarding products and services

• Work with management and the sales team to recommend products or services based on customer needs

• Address product or service issues by identifying concerns, problem-solving, expediting resolutions, and following up to ensure customer satisfaction

• Update and maintain customer records and account information

• Escalate unresolved customer concerns to the appropriate departments for further investigation

• Communicate with customers via phone or in person to provide product or service information, process orders, manage cancellations, and handle change requests

• Ensure necessary adjustments are made to resolve customer concerns

• Document customer interactions, including inquiries, complaints, and actions taken

• Calculate service charges, process payments, and arrange billing as needed

• Serve as a key support resource for the sales team and act as an interdepartmental liaison

• Monitor customer portals for new activities requiring action

• Provide courteous assistance to visitors at the EZ Form facility

• Utilize the Epicor ERP system to review and enter customer quotes and purchase orders

• Handle inbound customer and business partner calls

• Generate data reports for executive review

• Keep the General Manager informed about significant customer interactions and development

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