Cutomer Service Representative III

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As a qualified nonprofit agency operating within the Ability One program, Service Source hires persons with significant disabilities. For the majority of direct labor positions, Service Source will obtain documentation of a significant disability as per the JWOD Act.

Salary/Hourly Rate: $22.74

The Customer Service Representative (CSR) provides information and solutions in response to inquiries pertaining to products, services and/or customer complaints. Duties may include, but are not limited to, accessing databases to retrieve and/or record information such as customer complaints or orders; responding to customer complaints or inquiries; taking orders for products or merchandise; calculating charges; processing billing or payments; processing customer claims;

handling returns, refunds, and exchanges; keeping records of customer interactions; and updating customer account information. Position is responsible for performing duties detailed in CSR I and CSR II job descriptions. In addition, CSR III is responsible for supervising and advising CSR I and CSR II. Metric tracking, equipment software tracking.

• Responsible for overall knowledge of support services including, but not limited to, conference center and auditorium, concierge desk, SCIF, business center, and joint use pre-function area.
• Receive customer service requests via fax, phone, walk-up, or e-mail and confirming receipt of requests in a timely, professional manner.
• Document customer service work order requests in the governments electronic scheduling system and, when applicable, transferring requests to CAC work control for approval/disapproval.
• Ensure emergency service calls are responded to within 10 minutes of request receipt; ensure routine calls are responded to within two hours of receipt.
• Monitor completion status of customer service work order requests through resolution.
• Performs related duties and responsibilities as assigned/requested.

• Responsible for ensuring telephone number for after-hours service calls is redirected to the Building Operations Center (BOC).

• High School diploma or General Education diploma (GED) required; college degree preferred but not required.
• Minimum 2 years work experience as an administrative assistant or in a customer service-oriented field

• Requires excellent verbal, written, multi-tasking and presentation skills.
• Experience operating Microsoft Office software.
• Experience using standard office equipment to include copiers and fax machines.
• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
• Ability to define problems, collect data, establish facts, and draw valid conclusions.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions While performing the duties of this job, the employee is regularly required to stand; reach with hands and arms; and talk or hear. The employee is occasionally required to walk and sit. The employee may occasionally lift or move products and supplies, up to 50 pounds.

Specific vision abilities required by this job include close vision, distance vision, depth perception, and ability to adjust focus.

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The noise level in the work environment is usually quiet.

Because Service Source hires the best people, we work hard to provide benefits that make their lives better, so we offer a comprehensive benefit program which features:

• Health coverage for you and your family through Medical, Dental, and Vision plans.
• Financial protection with 100% company paid Disability, Life, Accidental Death & Dismemberment insurance.
• A 403(b)-Retirement plan in which the company matches dollar for dollar on a generous percentage matching up to 3% of your contribution.
• Tax advantages through Flexible Spending and Health Savings accounts that allow you to pay for specific healthcare and dependent care expenses…