Customer Service Representative (CSR)
PURPOSE:
To support customers by providing helpful information, answering questions, and responding to complaints. The CSR is the front line of support for clients and customers help ensure that customers are satisfied with products, services, and features.
The CSR should embody all the JOSCO core values in their daily interactions with customers.
Joyful work – like what you do!
Ownership – think like an owner and take accountability for your job and actions
Spunk – the grit and determination to get the job done
Cohesion – Everyone on the team values and respects everyone else and their contributions
Observant - Looking around to see what needs to be done and doing it.
QUALIFICATIONS: High school diploma, general education degree, or equivalent.
Ability to stay calm when customers are stressed or upset.
Ability to learn the products inside and out so product questions can be answered quickly and accurately.
Ability to read, write and comprehend simple instructions, short correspondence, and memos
Demonstrated ability to handle customer calls displaying good phone and written communication skills (including email)
Track record of serving others and putting team goals first
Owners’ mindset; takes ownership over everything within scope of responsibility
Proactive approach; identifies and solves problems
Comfortable using computers and telephonic equipment
Cash handling and reconciliation experience
DUTIES & RESPONSIBILITIES
Accurately processing orders, forms, applications, and requests. (Essential)
Responding promptly to customer inquiries via phone, email or other means
Communicating with customers through various channels.
Acknowledging and resolving customer complaints.
Keeping records of customer interactions, transactions, comments, and complaints.
Communicating and coordinating with colleagues as necessary.
Maintaining a positive, empathetic, and professional attitude toward customers at all times.
Providing feedback on the efficiency of the customer service process.
Ensure customer satisfaction and provide professional customer support.
Weekly reports.
And other duties not listed here.
COMPETENCIES
Problem solving
Attention to detail
Product knowledge – in practical terms
Excellent communication skills (both written and verbal) – (including email communications)
Patience and a high level of emotional intelligence
Ability to work independently as well as within a team framework
Multitasking – Ability to move seamlessly from one task to the next
Proactive customer service approach
Willingness/ability to learn
Organization and time management
Understanding of the sales life cycle and the documents created by the sales process
PHYSICAL & MENTAL REQUIREMENTS
Ability to lift and carry 50 lbs with the assistance of devices - several times per week
Bending / lifting up to 20 lbs – frequently for walk in customers or customer pick up items
Ability to keep calm when dealing with stressful situations or difficult customers – daily
Walking – the warehouse is a large space, and it is sometimes necessary to walk back to the production area or to walk down the cleanroom aisles to locate a product
STANDARD SCHEDULE, HOURS & AVAILABILITY
M-F 8am – 5 pm with a 1 hr lunch - there may be some overtime
So we are probably perfect for each other, now what? Send us your resume and a cover letter introducing yourself and highlighting just how awesome you are! Please use the subject line “I love cats”. We look forward to hearing from you.
Job Type: Full-time
Pay: From $19.00 per hour with raise at 90 days
