Customer Service Representative

Job Details

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.

 Specialty Building Products

 06/24/2024

 Mocksville,NC