Customer Service Associate

Main Tasks

• Manages varying amounts of incoming and outgoing calls
• Generates sales leads and communicates pricing to customers
• Identifies and assesses customers’ needs to achieve satisfaction
• Builds sustainable relationships and trust with customer accounts through open and interactive communication
• Provides accurate, valid and complete information by using the Mann and Hummel methods/tools
• Meets personal/customer service team sales targets and call handling quotas
• Handles customer complaints, provides appropriate solutions and alternatives within the time limits; follows up to ensure resolution
• Performs collection activities on past due accounts
• Collects and processes payments for goods and services rendered
• Keeps updated records of customer interactions, processes customer accounts and files documents
• Follows communication procedures, guidelines and policies
• Additional duties as assigned

Requirements:

• High School diploma / GED
• Prior customer service or customer focused work experience is preferred
• Strong telephone and active listening
• Ability to stay clam, adapt and respond to different types of situations
• Ability to multi-task, prioritize, and manage time effectively
• Familiarity with CRM systems and practices
• Able to sit for long periods of time
• Strong computer skills with experience using MS Office, with strong Excel skills; Sage a plus
• Excellent written and oral communication skills; strong presentation skills
• Strong clerical and administrative support skills
• Ability to work independently and in a team setting with multiple priorities
• Ability to manage day-to-day office responsibilities in a busy team
• environment.
• Sense of discretion to maintain confidentiality of sensitive information
• Strong communication, include speaking, writing, active listening skills with the ability to communicate with all levels of the organization
• Must be able to lift up to 50lbs
• Must be able to read, understand and comply with written and verbal instructions, company processes and procedures and safety policies
• Must be authorized to work in the United States

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Work Environment

While performing the duties of this job, the employee is frequently working indoors with traditional office noises and conditions. The noise level in the work environment and job sites can be moderate.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand, sit, talk, hear, reach, stoop, kneel, and use hands and fingers to operate a computer, telephone, and keyboard.