2022 Customer Service Representative Job Description & Goals

Job Description:

The Customer Service Representative will interact with the company’s customers by addressing

inquiries and resolving issues.

The customer service representative should have the ability to maintain a positive and

professional attitude when handling customer inquiries or concerns.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

? Interacts with customers via email, online chat, telephone, or in person to provide support

and information on products or services.

? Fields customer questions and complaints; when the issue is beyond the representative’s knowledge, forwards to the assigned specialist or other appropriate staff.

? Ensures that appropriate actions are taken to resolve customers problems and concerns.

? Utilities ERP system to monitor Backorders and Orders not Fulfilled.

? Manages other aspects of Operations: Selling channels (Fanatics, Wayfair, etc), shipping claims, merchandising, etc.

? Monitor off-site distribution channels (Amazon, Red Stag, etc) to ensure orders are flowing correctly and in a timely manner.

? Communicate and coordinate with the warehouse team to provide them with necessary information to help resolve any issues that may arise during the fulfillment process.

? Other duties as assigned

Skills and Qualifications

? High school diploma or general education degree (GED), required. 

? Related experience in customer service roles preferred. 

? Excellent verbal and written communication skills including active listening.

? Creative thinking to solve issues and problems for customers that are not always readily apparent

? Works well in a team environment

? Service-oriented and able to resolve customer grievances.

? Proficient in Microsoft Office, Google Docs, and CRM software system. 

Working conditions

? This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, and file cabinets. Sedentary work: Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.

Physical requirements

? Repetitive motions: Making substantial movements (motions) of the wrists, hands, and/or fingers.

? The worker is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading; visual inspection involving small defects, small parts, and/or operation of machines (including inspection); using measurement devices; and/or assembly or fabrication of parts at distances close to the eyes.

Goals:

? Close 20-25% of incoming tickets per day.

? Complete a binder of detailed responsibilities within 2 months of review date.

? Create a one-page sheet of basic daily responsibilities to enable others to support your position in case of an unplanned absence. Have this completed 1 month from review date.

? Maintain the Orders not Fulfilled Report daily to include only Custom orders that are more than 7 days old.