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Customer Service Rep in Tamarac, FL at Staffing Now

Date Posted: 3/22/2019

Job Snapshot

Job Description

Customer Service Representative will ensure delivery of excellent customer service through fast and accurate processing of orders, communication, and coordinating with other departments to resolve inquires. Builds and maintains business relationship with customers by providing prompt and accurate service to ensure customer satisfaction and to promote loyalty.
Hours: M-F 8:00am - 8:00pm. 8 hour shifts. Additional hours as needed.


Duties/Responsibilities:

  • Provides a high energy, positive, and enthusiastic customer service experience to all internal and external customers
  • Consistently provides a high level consultative experience by actively engaging our customers regarding their needs and challenges, answering product and service questions, and proactively recommending products and services
  • Communicates with customers, primarily by telephone and email, to help setup new accounts, take orders, track shipments, expedite orders, create return requests, and research\recommend products
  • Actively listens for product, service, or membership cross-selling opportunities
  • Resolves product or service problems in a timely manner 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
  • Possesses thorough knowledge of products, processes, and policies to meet and exceed customer requirements
  • Connects customers with other areas of the company where appropriate to ensure that their needs are met; follows up after referral to ensure resolution
  • Reviews customer related reports daily and resolves any noted problems or delays to ensure a high level of service to our customers
  • Proactively works with other departments to ensure service standards are met and exceeded
  • Achieves individual and team service, sales, and developmental goals
  • Actively participates in training classes as scheduled by department manager
  • Maintains customer records by updating account information
  • Ability to multi-task, prioritize, and manage time effectively
  • Utilizes tools, manuals and catalog to improve technical & product knowledge
  • Cross trains in all aspects of Customer Service Department
  • Other duties as assigned


Required Skills:

  • Customer Service - Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction. Manages difficult customer situations & responds promptly to customer needs.
  • Planning/Organizing - the individual prioritizes and plans work activities and uses time efficiently and completes work in a timely manner.
  • Communication Skills - The ability to write clearly, succinctly and understandably. The ability to effectively communicate and relate well to all kinds of people. Treats all people with respect, courtesy and consideration; respects differences in the attitudes and perspectives of others; listens observes and strives to gain understanding of others.
  • Professionalism - demonstrates appropriate businesslike behavior when dealing with coworkers, vendors and customers. Professional appearance and manner in answering phones and greeting employees and guests. Understands and adheres to the values of honesty and integrity.
  • Personal Accountability - A measure of the capacity to be answerable for personal actions. Accepts personal responsibility for the consequences of personal actions; avoids placing unnecessary blame on others.
  • Active Listening - Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
  • Teamwork - The ability to work effectively and productively with others. Shares responsibility with team members for successes and failures. Evaluates departmental workload requirements and contributing where needed.
  • Critical Thinking - Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
  • Safety - Practices safe work habits and encourages others to do the same. Identifies ways to improve the safety of the work environment. Knowledge of relevant policies and procedures to promote effective safety operations.
  • Clerical - Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, and other office procedures and terminology.
  • Knowledge of computers and relevant software applications - Proficient in MS Word, Excel, MS Outlook and Internet Explorer.
  • Dependability-the individual is consistently at work and on time, follows instructions, responds to management direction and solicits feedback to improve performance.


Experience:

  • 3-5+ years customer service experience required
  • 2+ years of Inside Sales experience preferred
  • 2+ years tech support / troubleshooting preferred
  • Previous Call Center environment experience (parts/products industry, non-service industry)
  • Mechanically inclined individual familiar with manufacturing and distribution environments
  • Sales order system and order entry experience required; Previous experience with SAP a plus