Job description

Customer Service Representative will work under the direct supervision of the Customer Service Manager and President/Vice President for the purpose of assisting in providing the best customer service available.

General Duties:

• Answer incoming telephone calls by being courteous, friendly, helpful, and prompt in the attention given to customers and make every attempt to take care of the callers needs. Forward calls and take messages.
• Greet visitors entering office, determine purpose of visit, and direct or escort them to specific destinations.
• Maintain coffee stations and break rooms stocked and organized as required. (requesting water to be brought in, filling in forks, spoons, knives, plates, paper towels, etc.)
• Educate customers with WPS processes (process estimate, engineer shop drawings, project management, fabrication, submittal and samples, mockups and payment requirement)
• Schedule appointments and maintain and update appointment calendars.
• Hear and resolve complaints, escalated issues, or inquiries from customers
• Assist various office personnel with filing and maintain records as required.
• Order materials, supplies, or equipment as needed on a weekly/monthly basis for office including, restroom supplies, break room supplies, coffee table supplies, conference room supplies.
• Order office supplies for supply room as required or as requested from office personnel from Staples on a weekly or daily basis.
• Monitor printer areas to be clean, organized, and stocked with printing paper.
• Send information, materials, or documentation.
• Collect, sort, distribute, or prepare mail, messages, or courier deliveries.
• Provide information about WPS, such as location of departments or offices, employees within the organization, or services provided to customers as requested.
• Keep a current record of staff members’ availability.
• Perform duties to maintain lobby, reception area, and conference room clean and organized (straighten magazines, décor, chocolates, etc.)
• Assist in scheduling for special events for WPS and prepare list of participants.
• Assist WPS sales representatives with all requests for samples, mockups, brochures, details, etc.
• Prepare mail and packages for pickup by USPS, FedEx, UPS, DHL, or other services as needed.
• Inform all office personnel if any errors were made on any new entries into the system
• Assist in maintaining the estimate database per the estimating department completing estimates to be sent to clients
• Maintain log of completed projects by filling out excel sheets monthly as completed project list is received and provide all the project details on each excel form (Interior, Exterior, Siding)
• Communicate with clients, sales reps, manufacturer reps, and business partners to exchange information as required.
• Make independent decisions regarding customer requests based on risk and subject on overall knowledge and experience.
• Prepare UPS, FedEx, and DHL shipments as required
• Create shipment reports for accounting records, including shipment detail, report, and shipping forms.
• Fill in shipping forms for every package to be shipped out via FedEx, UPS, or DHL. Also ensuring that the shipping form is being filled out as shipments are required to be sent out via FedEx, UPS, or DHL.
• Serve as translator for non-English speakers.
• Provide water/coffee to visitors upon their arrival for meetings.
• Assist in requesting samples directly from manufacturers as required by new customers.
• Create and keep record of letter of transmittal for every shipment set up via UPS, Fed Ex, and DHL
• Store material shipment photos for each project accordingly
• Send shipment follow-ups as directed by office manager/production
• Provide receipts of purchases to accounting for current accounts, Time Doctor, Box.com, Sams’ Club, Costco, lunch purchases, etc.
• Organize catering when required for office birthday lunches, meetings, etc.
• Purchase and provide first-aid kit supplies
• Maintain and organize all project photos for easy reference and access
• Manage/access Amazon business account for any purchases needed. Provide packing slips included in shipment to accounting as received
• Coordinate WPS events when presented, example: Thanksgiving potluck, birthday cards, Christmas events, gift exchanges, etc.
• Forward all incoming quote requests, invitations, bid dates, etc. to estimating department
• Manage the support email account to ensure all emails received are being dispersed to the proper department
• Coordinate services for office window cleaning, plumbing, office cleaning, etc.

Job Type: Full-time

Pay: $18.00 per hour

Benefits:

• Paid time off

Schedule:

• Monday to Friday

Ability to commute/relocate:

• Riverside, CA 92507: Reliably commute or planning to relocate before starting work (Required)

Language:

• English and Spanish (Required)

Work Location: One location

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