Customer Service

Description

Job Description: Customer service

Reports to: Office Manager

Job Purpose:

• To provide customers with product and service information in a friendly and knowledgeable manner. Conflict resolution skills to resolve any problems that may arise with the customers and the knowledge to know when the call needs to be handled by a higher member of management or sales representative. 

Duties and Responsibilities:

1. Encourage new business opportunities with potential customers by answering product and service questions; suggesting logical information about other valid options for products and services.
2. Assist in the proposal process as it relates to potential new customers or change in service for existing customers. This includes the preparation of the service agreements which must be signed and returned before service is started.
3. Opens customer accounts by recording account information.
4. Maintains customer records by updating account information.
5. Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution. Send E-Mails and pictures to customers to correct problems.
6. Recommends potential products or services to management by collecting customer information and analyzing customer needs.
7. Prepares product or service reports by collecting and analyzing customer information. ---Obtain all the necessary information from customers upon start of service or change in service
8. Perform main line receptionist duties which include answering all incoming calls.
9. Contributes to team effort by accomplishing related results as needed.
10. Enter dock sheets in recycling software, resolves discrepancies on dock sheets. 
11. Looks for mistakes in grading, weights and materials.

Job Impact:

• You are representing the company, and for most customers you may be the only person they deal with; therefore you must be patient and courteous. Through you they will get a feel for what the company is like.

Requirements

Job Training, Qualifications, and Requirements:

1. Must take a training class on phone etiquette.
2. Must be good with people, not easily upset, be able to work with customers who are upset and help them to work out their problem, even when we may not be at fault.
3. Must have computer skills, and able to work with “Word”and “Excel”.

General Conduct, Behavior and Performance

1. Exhibit good attendance habits. Strive to be at work every scheduled work day unless prevented from doing so for viable reasons of health. If a health condition creates an unavoidable absence preventing an employee from coming to work for the day, the employee is required to call in to report the illness and absence, before the start of their shift.
2. Exhibit good work habits; avoid late starts and tardiness. Strive to be at work as scheduled, at the proper work station every scheduled work day. Return from breaks and lunches in a timely manner. In the instance of an unavoidable tardy/late start, the employee is required to either previously obtain permission for the tardy/late start, or call in to report the tardy/late start to the H/R office.
3. Exhibit good work habits; avoid early departures. Strive to be present and productive until the scheduled shift end of each work day. If an early quit is required and unavoidable, the employee is required to notify and obtain permission for that early quit.
4. Exhibit good work habits such as: productivity, efficiency, accuracy, and effectiveness in the job functions. Strive to work at a reasonable pace, stay busy, remain at the assigned work station and job function, and be useful and productive with paid time. 
5. Exhibit good work habits by being a great team member; work well with co-workers, be considerate of co-workers, avoid arguments and confrontations, avoid nonproductive or destructive behavior, work well with your supervisor, and constructively taking instructions and carrying out assignments given by your supervisor or a member of management.
6. Suggest new/alternate methods, ideas, and solutions to contribute to greater efficiency and improved results. You opinion matters! 
7. You will be expected to adhere to our company’s values and standards, by always being honest and behaving with integrity.