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About the Role

This position is responsible for interacting with customers to provide information in response to inquiries about services and handling/resolving complaints.

Responsibilities

• Train, explain tasks, and assist in the solution of customer problems.
• Answer incoming phone calls, faxes, emails and respond to customer requests.
• Identify and assess customer’s needs to achieve satisfaction.
• Handle complaints and provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution.
• Go the extra mile to engage customers.
• Key in new box information for all accounts.
• Perform data entry including computerized location changes, assigning customers new departments, and sending computer input to printer.
• File paperwork for each customer.
• Store previous month’s files in VRC boxes at the end of each month.
• Work on special projects as required.

Requirements

• Ability to work on a team to ensure proper customer service is being delivered.
• Must be able to work with internal office personnel, sales & development representatives, records center personnel, and management.
• Ability to work with external customers, potential customers, vendors, and suppliers.
• Able to retain knowledge of services lines, prices, and delivery times.
• Must be able to tolerate heat in the summer and cold in the winter.
• Regularly required to stand and walk.
• Occasionally required to sit, climb/balance, stoop, kneel, or crouch.
• Must be able to reach, handle, carry, and lift between 10 lbs. and up to 50 lbs.
• Regularly required to talk, hear, read, and identify numbers for accurate order filling and receiving of material.
• Knowledge and ability in English and grammar.
• Pleasant telephone voice/manner.
• Ability to operate simple office equipment sufficiently to perform the job.
• Must know 10-key by touch.

Skills

• Computer knowledge
• Ability to multi-task, prioritize and manage time effectively.
• Flexible, spontaneous, and able to deal with the unexpected.
• Typing skills (preferably 45-55 wpm) with 95 – 100% accuracy.

Experience Level

• One (1) years’ experience.