Associate Customer Service Representative

Overview

As an Associate Customer Service Representative, you will respond to customer inquiries by telephone, e-mail and/or walk‑ins to provide inquiry or problem resolution. You will resolve routine and basic problems and communicate solution or requested information to the customer. You will analyze a customer’s service needs and refer to other service or technical departments for follow up as needed.

• Interacts with customers by phone or in person to provide information and to ensure best service possible.
• Handles and resolves customer complaints, special orders, or returns in‑store, via phone or mail.
• Obtains and examines all relevant information to assess validity of complaints and to determine possible causes.
• Receives and processes orders, provides information concerning pricing, changes in service, discontinuance, and shipping.
• Keeps records of customer interactions and transactions, records details of inquiries, complaints, comments, and actions taken.
• Refers unresolved customer grievances to designated departments for further investigation.
• Completes customer invoicing.
• Identifies additional product or service opportunities with existing or potential clients, and determines with customer sales and service manager whether customer sales and service or outside sales should manage opportunity.
• Maintains regular contact with existing clients, continually working to understand new or existing "pains" and needs and developing strategies to address those pains.
• Prepares for, attends, and participates in weekly sales meetings.
• Remains current on industry trends, market activity and competitor products.

• High School Degree or Equivalent required.
• Associate degree (U.S.)/College Diploma (Canada) preferred.
• 0-2 years of relevant experience.
• Knowledge of principles and processes for providing customer and personal services including customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
• Ability to build working relationships with other functional areas to best support mutual objectives.
• Basic problem‑solving skills and ability to analyze information in order to provide excellent service to internal and external customers.
• Ability to research and resolve customer issues.
• Strong written and verbal communication skills.
• Basic computer skills.
• 1 year of sales experience.
• Direct Sales (B2B) experience.
• Strong knowledge of retail and wholesale sales principles, methods, practices, and techniques.
• Ability to effectively prioritize and execute tasks.
• Ability to build and maintain long‑term relationships with customers.