Job Description

Job Description

Job Summary  

The Customer Service Representative is responsible for delivering exceptional support to customers by handling inquiries, resolving complaints, and managing accounts through various communication channels. This role involves processing orders, managing customer data, and collaborating with internal departments to ensure timely and accurate service. The ideal candidate will have strong interpersonal skills, a customer-focused mindset, and the ability to thrive in a fast-paced environment while maintaining attention to detail and professionalism. 

Essential Duties and Responsibilities  

This role involves interacting with customers via phone, email, and in-person to provide support and resolve issues. Additional duties may be assigned as needed. Key responsibilities include: 

• Handle customer interactions through various channels (telephone, electronic communication, or in-person). 
• Respond promptly and professionally to customer inquiries. 
• Resolve customer complaints by obtaining and evaluating necessary information. 
• Conduct customer verifications to ensure the accuracy of account information. 
• Process customer orders, quotes, forms, applications, and requests efficiently in AX. 
• Escalate unresolved issues to the appropriate department or team member. 
• Manage customer accounts, ensuring all data is accurate and up to date. 
• Maintain detailed records of customer interactions, including inquiries, complaints, and resolutions. 
• Record and track follow-up actions to ensure customer satisfaction. 
• Perform administrative tasks related to customer service. 
• Collaborate with internal departments to resolve issues and improve service. 
• Ensure timely follow-up on all customer interactions. 

Education and Experience  

• Associate's degree or equivalent experience required. 
• Minimum of two years of customer service experience, or a combination of education and experience. 
• Strong knowledge of customer service principles and best practices. 
• Proficiency in relevant computer applications, including Microsoft Office (Word, Excel, Teams, etc.) and Lotus Notes. 
• Basic typing and data entry skills. 
• Familiarity with administrative procedures and customer service tools. 
• Strong numerical, oral, and written communication skills. 
• Knowledge of company products and services is a plus. 

Key Skills and Competencies  

The ideal candidate will possess the following skills and abilities: 

• Excellent interpersonal and communication skills, both written and verbal. 
• Strong listening skills, with the ability to understand and analyze customer concerns. 
• Effective problem-solving skills, with attention to detail and accuracy. 
• Data organization, collection, and reporting skills. 
• Customer-focused mindset with a high level of service orientation. 
• Adaptability and flexibility to handle various tasks and customer needs. 
• Initiative to take proactive steps in managing customer relationships. 
• Ability to stay calm and focused in a fast-paced environment while managing multiple tasks.

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