Customer Service Specialist- Services Nf

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Job Description

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Performs clerical and technical duties in support of recruit memorabilia and photography services, including administrative support, customer service, order processing, billing, cashiering, and product distribution.

May order, requisition, receive, store, issue, pick up, and deliver parts, tools, supplies, equipment, and other items for the facility. Uses computer systems to determine availability, cost, and quantities on hand.

Provides administrative support by answering telephones, relaying assignments, issuing forms or maps, and maintaining completed files, electronic records, reports, and supporting documentation.

Conducts product briefings for platoons of approximately 100 to 350 recruits. Explains available memorabilia, pricing, ordering procedures, and payment requirements; answers questions and assists recruits with placing orders.

Enters and verifies orders in the designated database, ensuring accurate product selections, quantities, pricing, and customer information. Maintains recruit records, platoon assignments, order status, and reports. Tracks recruits requiring photographs or retakes and updates photography records to support order fulfillment.

Prepares and verifies final bills using database records and reports. Organizes bills, explains charges and payment procedures, and answers questions during Final Bill Pay appointments.

Processes payments and additional purchases in accordance with established cash-handling procedures. Records transactions, balances collected payments, investigates discrepancies, and processes order add-ons and billing adjustments.

Responds to external customer inquiries regarding archived photographs and related products by telephone and email. Monitors website orders and designated email accounts, researches records, and addresses customer requests and order issues promptly.

Prioritizes assignments and meets operational deadlines while maintaining accuracy, confidentiality, and compliance with department policies. Uses assigned computer systems and database applications to manage multiple tasks efficiently.

Provides World Class Customer Service with an emphasis on courtesy and friendly, professional communication. Acknowledges customers, smiles, and makes eye contact. Determines customer needs, checks satisfaction with goods and services, and takes prompt action to resolve concerns. Refers problems requiring additional assistance to the supervisor or appropriate point of contact.

Adheres to safety regulations, uses required safety equipment, and follows safe work procedures. Promptly reports workplace hazards, injuries, occupational illnesses, and property damage to the immediate supervisor.

Actively supports the principles of the EEO program and prevention of sexual harassment.

Performs other related duties as assigned.