Customer Service Representative 2

POSITION SUMMARY Interact with customers to provide information in response to inquiries about products and services and to handle and resolve complaints. ESSENTIAL FUNCTIONS Confer with customers by telephone in order to provide information about products and services, to take and process orders and to answer customers' questions Keep records of customer interactions and transactions, monitoring orders to ensure expeditious, complete and correct delivery Resolve customer complaints by researching the order history and taking disposition of incorrect products or service Follow-up to ensure that appropriate changes were made to resolve customers' problems. Refer unresolved customer grievances to designated departments for further investigation. Solicit sale of new or additional services or products, including up-selling and add-on selling Maintain positive relationships with both internal and external customers Continuously improve skills in the areas of product knowledge, process knowledge and selling techniques Actively participate in departmental goal setting and goal achievement ```{=html} ``` - Conduct all activities in a safe manner, adhering to company safety standards ```{=html} ``` - Continuously work towards a 'one-team' concept with outside sales representatives - Apply STAR qualities - seamless, trustworthy, attentive, resourceful - Provide stellar customer service and exceed the customers expectations - Perform other duties as assigned POSITION QUALIFICATIONS Competency Statement(s) Active Listening - Ability to actively attend to, convey, and understand the comments and questions of others Acts with Integrity - Demonstrates responsibility and honest behavior in all roles, tasks and responsibilities Assertiveness - Ability to act in a self-confident manner to facilitate completion of a work assignment or to defend a position or idea. Communicates Effectively - Creates open channels of communication, adapts message to fit the audience, expresses ideas clearly and concisely, keeps others well informed; listens carefully to input and feedback ```{=html} ``` - Customer Driven - Provides stellar customer service (to both internal and external customers); follows through on responsibilities to customers; leaves all customers satisfied and exceeds their expectations - Demonstrates Inclusion - Demonstrates understanding and respect for people of all backgrounds - Detail Oriented - Ability to pay attention to the minute details of a project or task - Drives Quality - Work is correct and error free within company policies and guidelines, checks quality of the work before passing it along, passionate in ensuring that customer receives a quality and correct product/service - Drives Results - Demonstrates the ability to get results despite large workload, competing demands and a fast-paced environment; performed all tasks in job description in a highly effective manner, creative and innovative and drives process improvements - Empathetic - Ability to appreciate and be sensitive to the feelings of others. - Enthusiasm - Maintains and communicates a high level of enthusiasm, commitment and energy to all co-workers - Ground Engaged - Aware of how the work performed in the job and the goals of the organization are interrelated; aware of the competition; knows the business and industry - Organized - Possessing the trait of being organized or following a systematic method of performing a task - Problem Solving - Ability to find a solution for or to deal proactively with work-related problems. - Product/Job Knowledge - Demonstrates a high level of knowledge of job, products, services and procedures. Has a high level of job knowledge and understanding of systems, procedures, etc - Promotes Teamwork - Demonstrates positive working relationships with co-workers, effective y handles conflict situations, comes to work when scheduled, adheres to schedule for arrival time, breaks and lunches - Resilient - Ability to recover from, or adjust to, misfortune or setbacks. - Safety Orientation - Follows safety policies and procedures, identifies and corrects safety hazards, encourages others to work safety - Sales Ability - Ability to use appropriate interpersonal styles and communication methods to gain acceptance of a product, service, or idea - Time Management - Ability to utilize the available time to organize and complete work within given deadlines Working Under Pressure - Ability to complete assigned tasks under stressful situations. We are proud to have the best team in our industry. We have experienced a tremendous amount of growth as a company. This growth has served not only our customer base but has also provided significant opportunities for advancement amongst our employees. Reeb Millwork is an equal opportunity employer. It is our policy not to discriminate in hiring and employment on the basis of race, color, religion, national origin, sex, disability, age, military status, genetic information, or other protected class status in accordance with all applicable federal, state, and local laws.

Created: 2024-10-19