Customer Service Representative

Mocksville, NC, United States

ESSENTIAL FUNCTIONS

Confer with customers by telephone in order to provide information about products and services, to take and process orders and to answer customers' questions

Keep records of customer interactions and transactions, monitoring orders to ensure expeditious, complete and correct delivery

Resolve customer complaints by researching the order history and taking disposition of incorrect products or service

Follow-up to ensure that appropriate changes were made to resolve customers' problems.

Refer unresolved customer grievances to designated departments for further investigation.

Solicit sale of new or additional services or products, including up-selling and add-on selling

Maintain positive relationships with both internal and external customers

Continuously improve skills in the areas of product knowledge, process knowledge and selling techniques

Actively participate in departmental goal setting and goal achievement

Conduct all activities in a safe manner, adhering to company safety standards

Continuously work towards a "one-team" concept with outside sales representatives

Apply STAR qualities - seamless, trustworthy, attentive, resourceful

Provide stellar customer service and exceed the customer's expectations

Perform other duties as assigned

POSITION QUALIFICATIONS

Competency Statement(s) Active Listening - Ability to actively attend to, convey, and understand the comments and questions of others

Acts with Integrity - Demonstrates responsibility and honest behavior in all roles, tasks and responsibilities

Assertiveness - Ability to act in a self-confident manner to facilitate completion of a work assignment or to defend a position or idea.

Communicates Effectively - Creates open channels of communication, adapts message to fit the audience, expresses ideas clearly and concisely, keeps others well informed; listens carefully to input and feedback

Customer Driven - Provides stellar customer service (to both internal and external customers); follows through on responsibilities to customers; leaves all customers satisfied and exceeds their expectations

Demonstrates Inclusion - Demonstrates understanding and respect for people of all backgrounds

Detail Oriented - Ability to pay attention to the minute details of a project or task

Drives Quality - Work is correct and error free within company policies and guidelines, checks quality of the work before passing it along, passionate in ensuring that customer receives a quality and correct product/service

Drives Results - Demonstrates the ability to get results despite large workload, competing demands and a fast-paced environment; performed all tasks in job description in a highly effective manner, creative and innovative and drives process improvements

Empathetic - Ability to appreciate and be sensitive to the feelings of others.

Enthusiasm - Maintains and communicates a high level of enthusiasm, commitment and energy to all co-workers

Ground Engaged - Aware of how the work performed in the job and the goals of the organization are interrelated; aware of the competition; knows the business and industry

Organized - Possessing the trait of being organized or following a systematic method of performing a task

Problem Solving - Ability to find a solution for or to deal proactively with work-related problems.

Product/Job Knowledge - Demonstrates a high level of knowledge of job, products, services and procedures. Has a high level of job knowledge and understanding of systems, procedures, etc

Promotes Teamwork - Demonstrates positive working relationships with co-workers, effectively handles conflict situations, comes to work when scheduled, adheres to schedule for arrival time, breaks and lunches

Resilient - Ability to recover from, or adjust to, misfortune or setbacks.

Safety Orientation - Follows safety policies and procedures, identifies and corrects safety hazards, encourages others to work safety

Sales Ability - Ability to use appropriate interpersonal styles and communication methods to gain acceptance of a product, service, or idea

Time Management - Ability to utilize the available time to organize and complete work within given deadlines

Working Under Pressure - Ability to complete assigned tasks under stressful situations.

Education : High School Graduate or General Education Degree (GED), Associate degree preferred

Experience : 3+ years related customer service experience

Other Requirements Basic math skills (fractions, decimals, division, multiplying, adding, subtracting)

Keyboarding skills

Ability to use a calculator, able to read, write and understand English

Ability to communicate effectively and to articulate clearly

Willing to study company catalog to assist in product knowledge

Ability to use a multi-line phone system, occasional out-bound calling

Ability to understand both company sales goals and initiatives

WORK ENVIRONMENT

Reeb Millwork is committed to providing a safe workplace and promoting the health and safety of its co-workers.Workplace safety and managing the operation of our company in an environmentally responsible manner is the responsibility of each co-worker.Co-workers are responsible for participating in our company's incident and injury prevention programs as well as our company's environmental programs.All co-workers must comply with our environmental, health and safety policies and procedures as well as federal, state and local regulations. This document does not represent a contract of employment, and the Company reserves the right to change this job description and/or assign tasks for the employee to perform, as the Company may deem appropriate.