Sales & Service Representative

Summary:

The person in this position reports to the Customer Service Manager, and is responsible for accepting, addressing, and resolving customer questions, issues, problems, and complaints.

• Answer incoming phone calls, and determine the nature of the inquiry.
• Respond to the inquiry by either
  • A. Relaying the information the customer wants
  • B. Ask probing questions to determine the root of the situation/inquiry
  • C. Referring the customer to a more appropriate source of information.
• Acquire information from one or more of the following sources:
  • A. E10, Order Power and CRM
  • B. ESAPCO catalogs and reference books
  • C. Vendor catalogs and reference books
  • D. A knowledgeable person within the company or the vendor
  • E. An internet source
  • F. An example of the product
• Remain organized to ensure issues are addressed in a timely fashion and customers are updated regularly should the issue not be resolved in one call.
• Remain calm while talking with upset customers.
• De-escalate the situation by calming the customer and focusing on a resolution to the situation.
• Accurately document inquires or situations on customer accounts.
• Present possible solutions regarding common customer complaints to the Customer Service Manager.
• Follow documented policies and procedures in resolving issues, problems or complaints.

• Problem Solving
  - Identifies and resolves problems in a timely manner;
  Gathers and analyzes information skillfully;
  Develops alternative solutions;
  Works well in group problem solving situations;
  Uses reason even when dealing with emotional topics.
• Oral Communication
  - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification;
  Responds well to questions;
  Participates in meetings.
• Written Communication
  - Writes clearly and informatively;
  Edits work for spelling and grammar;
  Varies writing style to meet needs;
  Presents data effectively;
  Able to read and interpret written information.