Customer Service Representative

1 week ago

Acton, Canada Quick HR Full time

JOB PURPOSE:
Responsible for handling customers’ calls, complaints and orders.

ESSENTIAL FUNCTIONS (other duties may be assigned):
Ø Confers with customers by telephone or in person at the plant to provide information about their order, takes orders and /or obtains details of complaints.

Ø Keeps records of customer interactions and transactions, records details of inquiries, complaints, and comments, as well as actions taken.

Ø Checks to ensure that appropriate changes were made to resolve customers' problems.

Ø Contacts customers to respond to inquiries or to notify them of order status.

Ø Refers unresolved customer grievances to management for further investigation.

Ø Determines charges for services requested, collects payments or arranges billing.

Ø Answers customers' questions about pricing, turn around time and available services.

Ø Prepares estimates that address the customers’ needs. Addresses credit or contract terms, warranties, ship dates and anticipated delays.

Ø Monitors market conditions and competitors' prices and services.

Ø Obtains customers' names, addresses, billing information, product numbers, and specifications of items to be processed and enters this information on order forms and shipping documents.

Ø Verifies customer and order information for correctness, checking it against previously obtained information as necessary.

Ø Assists shipping department and prepares/ships orders to designated locations.

Ø Reviews orders for completion and informs customers accordingly.

Ø Attempts to sell additional services to prospective or current customers by telephone.

**SUPERVISORY RESPONSIBILITIES (list below, if applicable)**:
Ø Not applicable.

**QUALIFICATIONS**:
**Equipment Used**: Operates basic office equipment (ex. telephone, fax machine, copier and calculator) and an office software suite.

**Certificates, licenses, and registrations**: None.

**Knowledge/Skills**: Knowledge of principles and processes for providing customer service. Knowledge of administrative and clerical procedures and systems such as an office software suite, managing files and records.

**Education/Experience**: High school diploma or General Education Diploma (GED) is required along with 2 years of related experience.

**Language Skills**: Oral comprehension and expression. Ability to read and write. Ability to clearly communicate with the general public, customers and all levels of personnel.

**Mathematical Skills**: Basic mathematical skills, ability to calculate figures and amounts such as interest and percentages.

**Reasoning Ability**: Inductive and deductive reasoning, ability to draw conclusions, selective attention. Able to interpret a variety of instructions furnished in written, oral, diagram or schedule form.

**Attendance Requirement**: Regular attendance required during office hours. Occasional overtime.

**Travel Requirement**: Not applicable.

**Physical Demands**: Majority of the time is spent sitting, some standing, walking, stooping, reaching and bending. Must be capable of lift up to 25 lbs. Must be able to see at close range and perform repetitive arm/hand motions.

**Work Environment**: Primarily air conditioned office.

**Salary**: $24.00-$27.00 per hour

Schedule:

- 8 hour shift

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