Customer Service Representative/Data Collection Agent
Job description
Description
The Customer Service Representative is responsible for providing effective customer service for all internal and external customers by using excellent, in-depth knowledge of company products and programs as well as communicating effectively with team members within the customer service department.
Talks with customers by phone or in person and receives orders for installation, turn on, discontinuance, or change in service.- Fills out contract forms, determines charges for service requested, collects deposits, prepares change of address records, and issues discontinuance orders.
- Provides timely and accurate information to incoming customer order status and product knowledge requests.
- Processes customer orders/changes/returns according to established department policies and procedures.
- Solicits sale of new or additional services
- Works closely with the credit department to resolve disputed credit items.
- Problem Solving/Analysis
- Adjusts complaints concerning billing or service rendered, referring complaints of service failures to designated departments for investigation.
- Visits customers at their place of residence to investigate conditions preventing completion of service connection orders and to obtain contract and deposit when service is being used without contract.
- Provides timely feedback to the company regarding service failures or customer concerns.
- Partners with the sales team to meet and exceed customer’s service expectations.
MANAGEMENT AND SUPERVISORY RESPONSIBILITY
Typically reports to Management Direct Supervisor: Service Manager- Job is not directly responsible for managing other employees
JOB QUALIFICATIONS
KNOWLEDGE REQUIREMENTS
To perform this job successfully, an individual should have knowledge of Word Processing software; Spreadsheet software; Order processing systems and Contact Management systems.- Completes additional tasks and assignments as requested by Customer Service Manager.
EDUCATION AND EXPERIENCE REQUIREMENTS
Associate degree (A. A.) or equivalent from two-year college or technical school.- Six months to one-year related experience and/or training; or equivalent combination of education and experience.
Regular business hours. Some additional hours may be required.- Travel requirements: Domestic: Up to 20%
- Climate controlled office environment during normal business hours.
PHYSICAL REQUIREMENTS
Sitting
Up to 7 hour(s) a day
Lifting
Up to .5 hour(s) a day, up to 50lbs max. ^
Walking
Up to 2 hour(s) a day
Pushing/ Pulling
Up to .5 hour(s) a day, up to 50lbs max. ^
Standing
Up to 4 hour(s) a day
Climbing
Up to .5 hour(s) a day
Bending/ Squatting/Stooping
Up to 1 hour(s) a day
Stairs
Up to .5 hour(s) a day
Reaching
Up to 2 hour(s) a day
Ladder
Will not apply generally
Balancing
Step stool
Will not apply generally
Twisting
Up to 1 hour(s) a day
Excessive heat exposure
Will not apply generally
Crawling
Will not apply generally
Excessive cold exposure
Will not apply generally
Hands in water
Will not apply generally
Dust exposure
Will not apply generally
Kneeling
Up to 1 hour(s) a day
Lound noise exposure
Will not apply generally
Data Entry/Typing
Up to 4 hour(s) a day
Humidity exposure
Will not apply generally
Unusual hearting or vison demands: None Specified
^Other physical demands or notes: Employees should not attempt to lift pull or push a load excess of 50lbs without assistance. Care should always be taken when lifting, punching, or pulling in an awkward position.
DISCLAIMER
The preceding job description has been designed to indicate the general nature of work performed; the level of knowledge and skills typically required; and usual working conditions of this job. It is not designed o contain, or be interpreted as, a comprehensive listing of all requirements or responsibilities that may be requires by employees in the job. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations made to enable individual with disabilities to perform essential functions.
This job description does not imply or cannot be considered as a part of an employment contract. DEX Imaging as an Equal Opportunity Employer.
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