Customer Service Rep (CSR)

  • Job Tracking ID: 512228-660875
  • Job Location: Columbia, MD
  • Job Level: Entry Level (less than 2 years)
  • Level of Education: High School/GED
  • Job Type: Full-Time/Regular
  • Date Updated: December 10, 2018
  • Years of Experience: Not Applicable
  • Starting Date: ASAP



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Job Description:

The Customer Service Representative attracts potential customers by answering product and service questions; suggesting information about other products and services. Process orders, prepare correspondences and fulfill customer orders and needs to ensure customer satisfaction.


ESSENTIAL FUNCTIONS AND RESPONSIBILITIES:

  • Open and maintain customer accounts by recording account information
  • Generate Purchase Orders
  • Maintain inventory reports
  • Resolve product or service problems 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; following up to ensure resolution
  • Follow up with factory for order status
  • Maintain financial accounts by processing customer adjustments or claims
  • Prepare reports by collecting and analyzing customer information
  • Contribute to team effort by accomplishing related results as needed
  • Manage large amounts of incoming calls
  • Generate sales leads
  • Identify and assess customers’ needs to achieve satisfaction
  • Build sustainable relationships of trust through open and interactive communication
  • Provide accurate, valid and complete information by using the right methods/tools
  • Meet personal/team sales targets and call handling quotas
  • Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution
  • Keep records of customer interactions, process customer accounts and file documents
  • Follow communication procedures, guidelines and policies
  • Greet customers warmly and ascertain problem or reason for calling
  • Place or cancel orders
  • Attempt to persuade customer to reconsider cancellation

Experience and Skills:

Requirements:

  • Proven customer support experience
  • Strong phone contact handling skills and active listening
  • Familiar with CRM systems and practices
  • Customer orientation and ability to adapt/respond to different types of characters
  • Excellent communication and presentation skills
  • Ability to multi-task, prioritize and manage time effectively

Customer service representative top skills & proficiencies:

  • Customer Service
  • Product Knowledge
  • Quality Focus
  • Market Knowledge
  • Documentation Skills
  • Listening Skills
  • Phone Skills
  • Resolving Conflict
  • Multitask
  • Patience
  • Negotiation
  • Positive Attitude
  • Attention to Detail
  • People Oriented
  • Analysis
  • Problem Solving
  • Organizational Skills
  • Adaptability
  • Ability to Work Under Pressure
  • Computer Skills

EDUCATION: High school diploma or equivalent; college degree preferred

KNOWLEDGE, SKILLS, AND ABILITIES:

  • Must be organized
  • Basic computer skills including knowledge of MS Office
  • Be able to work independently
  • Self-motivated
  • Willing to learn
  • Excellent communication skills
  • Punctual and consistent
  • Data Management

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 sit; use hands to finger, handle, or feel and talk or hear. The employee is occasionally required to stand and walk.