Customer Service (Call Center) Representative

SUMMARY

The Customer Service (Call Center) Representative is responsible for interfacing with customers on the phone and through e-mail interactions. The Customer Service Representative develops and maintains positive customer relations and coordinates with various functions within the company to ensure customer requests are handled appropriately and in a timely manner.

NOTE: This position is onsite, in-person at our Coatesville, PA headquarters, located across from the Chester County Airport with easy access to express Route 30.

This position is required to be on-site Monday-Friday, 5 days a week from 8:00am-5:00pm with an hour unpaid lunch.

Duties/Responsibilities:

• Portraying a positive company image and engaging in professional and friendly communications with customers
• Coordinate special projects assigned to the call center.
• Track and report daily progress numbers for each project.
• Monitors social media posts and responds to all customer service-related posts.
• Processing orders by mail, telephone, fax, email, or other employees
• Actively listening to customer needs and inquiries to determine appropriate service actions
• Assisting colleagues and other employees with administrative duties
• Being primarily responsible for answering telephones, handling customer transactions, and performing other clerical duties
• Referring any customer questions regarding products or services to the appropriate person
• Establishing and maintaining customer profiles and initializing claim forms
• Performing accurate company-required recordkeeping
• Efficiently and correctly corresponding with vendors and other departments
• Resolving customer problems, such as shipping or invoicing problems, etc.
• Informing customers of prices, shipping dates, anticipated delays and any additional information needed by customer; printing shipment documents; recording or filing copy of order received
• Following-up on orders to ensure delivery by specified dates
• Preparing receipts and shipping documents
• Performing other duties as assigned
• Attend department meetings to share experiences and learn from each other.
• Maintain current knowledge of products, programs, processes and policies

• High school diploma or general education degree (GED); or one year related experience and/or training; or equivalent combination of education and experience
• Prior experience with the general public (customers) a plus; prior experience as a cashier a plus
• Ability to accurately serve as a cashier, including processing credit cards, making change, and other basic math skills
• Excellent oral/written communication skills
• Excellent customer relationship skills
• Excellent organization skills
• Ability to multi-task
• Ability to work in a team environment and take direction from management and supervisors
• Ability to read and interpret documents such as procedure manuals, work instructions, software manuals; ability to write routine reports and correspondence
• Knowledge in public safety field a plus
• Fire fighting experience, Law Enforcement, or Emergency Service experience strongly recommended.