Customer Service Representative I

Company: Franke Coffee Systems

General Information
US-TN-Smyrna
N/A
High School
Full-Time
At least 1 year(s)
Not Specified
False
False
Job Description SUMMARY

Serves customers by providing product and/or service information, resolving issues, and ensuring customer satisfaction.

ESSENTIAL DUTIES AND RESPONSIBILITES

  • Answers incoming calls, faxes, or emails to assist customers with their service requests; responds promptly to high call volume.
  • Makes outbound calls which may include contacting customers, manufacturers and third party dealers to place orders, initiate and/or obtain authorization for service, verify warranty and billing status and schedule installation services.
  • Asks the customer the proper questions to ensure service needs are met.
  • May verify payment information, and authorize credit cards and PO numbers.
  • Ensures accurate data is entered into all appropriate systems.
  • Trains new representatives as needed.
  • Reliable attendance is a must
  • Other duties as assigned
  • Job Requirements
    Knowledge, Skills and Abilities
    • Customer Service — Knowledge of principles and processes for providing customer service. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
    • Basic Language Skills - Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations, to customers, clients, and other employees of the organization.
    • Basic Math Skills - Ability to perform addition, subtraction, multiplication, and division in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent, and to draw and interpret bar graphs.
    • Basic Reasoning Ability - Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations. Excellent financial software experience
    • Computer Skills-typing, word processing, spreadsheet, internet.

    EDUCATION and/or EXPERIENCE

    • High School Diploma or GED;
    • Minimum one year prior work experience in Customer Service.

    SUPERVISORY RESPONSIBILITIES

    • Does not supervise staff

    WORK ENVIRONMENT The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

    • Subject to inside environmental conditions: Protection from weather conditions but not necessarily from temperature changes
     

    ENVIRONMENTAL, HEALTH AND SAFETY

    Employee will follow all Environmental Health and Safety rules that are set forth by the company.