Customer Service Rep

Location: Green Lane, PA
Date Posted: 05-07-2018
Customer Service Rep
Green Lane, PA
to apply:

The successful candidate will
  • be an energetic, confident, self-starter with the ability and passion to provide world-class customer service in a fast-paced, ever-changing and challenging work environment;
  • possess an out-going personality with a positive upbeat attitude
  • be skilled in handling difficult situations with poise and grace
  • be alert and willing to assist our organization in the development of new business by searching for opportunities to upsell
  • constantly seek ways to grow and develop both personally and professionally
The successful candidate will possess:
  • An Associate’s Degree in Business or related field or
  • High School diploma with work experience equivalent to educational requirement--preferably in the Hospitality, Construction or Facilities Management arenas with some postsecondary education
  • Minimum three-year customer service experience; call center environment strongly desired
  • Demonstrated ability to:
  • flourish in a fast paced, deadline driven work environment
  • process customer requests in a timely, professional manner
  • analyze customer problems and aggressively pursue solutions which benefit the customer
  • think creatively and act independently within scope of assigned responsibilities
  • converse, listen and take notes simultaneously
  • ability to maneuver easily between multiple computer screens
  • provide world-class customer service
  • Strong negotiation skills
  • Knowledge of Windows, Word, Excel, Outlook and Internet; able to create spreadsheets, emails and other departmentally required documents.  Willingness and ability to learn the Company’s proprietary database program
  • Knowledge of principles and processes for providing customer service including customer needs assessment, meeting quality standards for service, and evaluation of customer satisfaction;
  • The CSR will focus on tasks that may include report creation and analysis ; post-service follow-up calls; repair services, purchase order creation for new and existing customers; routine customer concerns and emergency calls; is responsible for day-to-day interaction with the Company’s customers and vendors; receives, acknowledges and places calls to both customers and vendors; provides accurate and timely information in response to customer/vendor questions; rectifies complaints using company records as the basis for decision-making; uses database system  to create tickets which will contain a synopsis of interaction between the representative and involved parties; collaborates with other Company Departments; develops internal and external constructive and cooperative working relationships.  The Department is staffed 7:00 am to 6:00 pm Monday through Friday although emergency calls are accepted 24/7/365.  . Must be available to work as part of the emergency call rotation at least one week per month- including weekends   Employee will be provided with a cell phone, and  a laptop computer for access to the Company’s computer system in order to manage off-site tasks.
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