Job Description

CLASSIFICATION: Non-Exempt

REPORTS TO: Customer Service Supervisor

DATE – UPDATED October 2018

DEPARTMENT: Service and Supply Group (SSG)

JOB PURPOSE/Summary: Provides outstanding customer service to our clients by answering their inquiries and placing service related calls and supply orders to ensure customer satisfaction. Assign service calls to qualified technicians.

Essential Function:  

Professionally answers incoming client phone calls from a que promptly, in a pleasant courteous manner. Responsible for entering service calls and supply orders in the system accurately and thoroughly. Answer Service Technicians incoming phone calls. Works closely with the Service Manager to dispatch service calls to the appropriate technician. Ensures all vital information is communicated between service managers, service technicians and customer service representatives.

Performance Factors:

Attendance and Dependability: The employee can be depended on to report to work at the scheduled time and is seldom absent from work. The employee observes designated work break/meal periods. Employee can be depended upon to complete work in a timely, accurate, and thorough manner and is conscientious, about assignments.

Communication and Contact: The employee is proficient and professional in oral and written communication with superiors, colleagues, and individuals inside and outside the Company.

Relationships with Others: The employee exhibits a professional manner and works effectively and relates well with others Including superiors, colleagues, and individuals inside and outside the Company.

Qualifications:

High school diploma or GED required. Knowledge of customer service ethics, principles and procedures with previous customer service experience helpful. Should possess excellent communication skills with the ability to maintain patience and composure while dealing with difficult clients.  Should be attentive to details, with the ability to accurately enter information into the computer. Should have the skill of versatility, with the ability to adapt to many situations, while providing customer focus in a distracting team environment.

Physical Demands:

The position would require the ability to talk by expressing or exchanging information by means of the spoken word, as well as hearing by perceiving the nature of sounds by the ear. Must be able to visually sit at a computer terminal on a continuous basis for long periods of time. This position requires light or low amount of physical exertion and is largely a sedentary role; however, some filing is required. This would require the ability to lift files, open filing cabinets and bend or stand as necessary.

Position Type/Expected Hours of Work:

This is a full-time position. Days and hours of work are Monday through Friday, 8:00 a.m. to 5 p.m.

This document in no way states or implies that these are the only duties to be performed by the employee occupying this position and is not designed to cover or contain a comprehensive listing of activities or responsibilities that are required for this job. Duties, responsibilities and activities may change at any time with or without notice.

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