Job Description
Job DescriptionSalary: $17-20 per hour
JOB TITLE: Customer Service Representative
CATEGORY OF EMPLOYMENT/STATUS: Non-Exempt Hourly
CATEGORY OF EMPLOYMENT/CLASSIFICATION: Full-time, Monday Friday, 9:00am 5:30pm
DEPARTMENT: Customer Service
JOB SUMMARY: The Customer Service Representative (CSR) is responsible for providing effective customer service by using excellent, in-depth knowledge of company products and programs, and serves customers by determining requirements; answering inquiries; resolving problems; fulfilling requests; and maintaining database information.
LOCATION: Duluth, Georgia. This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.
ESSENTIAL FUNCTIONS & PRINCIPAL ACCOUNTABILITIES:
Process customer orders efficiently and accurately
Answers inquiries by clarifying desired information; researching, locating, and providing information.
Resolves problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems.
Fulfills requests by clarifying desired information; completing transactions; forwarding requests.
Keeps equipment operational by following established procedures; reporting malfunctions.
Updates job knowledge by participating in training and other educational opportunities.
COMPETENCIES:
- Customer/Client Focus.
- Problem Solving/Analysis.
- Time Management.
- Communication Proficiency.
- Teamwork Orientation.
- Data Entry Skills.
- Listening/Phone Skills
- Building Relationships/People Skills.
- Tech Savvy.
- Multi-tasking.
IMMEDIATE SUPERVISOR: Call Center Manager
DIRECTION OF OTHERS: This position has no supervisory responsibilities.
EDUCATION: High School Diploma or equivalent required. Some college education or other technical training preferred.
EXPERIENCE/TRAINING: 1-2 years of customer service experience, preferably in a call center setting, desired.Intermediate computer skills and experience.
EQUIPMENT: Operational knowledge of a variety of office equipment required (including copy, fax, and scanner machines, computers, and phones etc.) Must demonstrate good safety practices.
JUDGMENT AND INITIATIVE: Must function well with minimum supervision. Must be a detail-oriented individual with good organizational skills.
COMMUNICATION SKILLS: Strong oral and written communication skills in English required to interpret and relay job specifications, prepare reports etc., as well as for regular formal and informal communication with staff, consumers/workers and outside business.
WORKING CONDITIONS/HAZARDS: The behavior of consumers may change dramatically without obvious cause, which may create, at times, hazardous situations.
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; walk; use hands to finger, handle or feel; and reach with hands and arms.
PAY RANGE: As per Company wage guidelines.
DATE EFFECTIVE: immediate
DISCLAIMER CLAUSE: This job description and specifications are not intended and should not be construed to be an exhaustive list of all job responsibilities, skills or working conditions associated with this job. They are intended to be an accurate reflection of the principle requirements of the Customer Service Representatives position within this Agencys operation.