Customer Service Representative - UltraSite

Summary

Under the direction of the Customer Service Manager, the Customer Service Representative provides the best possible customer satisfaction to the organization's customers by addressing and resolving customer inquiries and problems, processing orders, preparing service orders, tracking bids, and resolving billing issues, in accordance with company policies and procedures. This list of duties and responsibilities is not all-inclusive and may be expanded to include other duties and responsibilities as management may deem necessary from time to time.

Essential Duties and Responsibilities

• Answer incoming customer telephone calls. Establish and maintain positive working relationships with customers by ensuring the best possible customer satisfaction by providing expertise in the analysis of systems problems and logging service calls and orders.
• Provide accurate and timely information regarding the status of open orders to customers.
• Prepare all assigned reports and correspondence accurately and on time, to include open work orders, maintenance agreements, warranty work, billings, etc.
• Address and resolve customer inquiries, problems and complaints regarding products, services, billing, applications, etc.
• Address and resolve complaints and make recommendations regarding the return of equipment and the issuing of credits to customers to maintain customer goodwill.
• Create and maintain customer files.
• Enter all required information into the computerized systems to create and maintain the customer database, ensuring accuracy and timeliness. Prepare documents, letters, correspondence, etc. as needed.
• Provide inside support to the outside sales representatives as needed.
• Complete special projects as assigned.
• Complete and maintain all required paperwork, records, documents, etc.
• Follow and comply with all safety and work rules and regulations. Maintain departmental housekeeping standards.
• Satisfy the required hours of the department.

Competencies

• Analytical Decision-Making
• Communication
• Learning & Development
• Planning & Organizing
• Professionalism & Integrity
• Teamwork & Relationship-Building
• Results Orientation

Education and/or Experience

• A minimum of a high school diploma and five years of related experience; or a combination of education and experience

Computer Skills

• Demonstrated proficiency with MS Excel, Word, PowerPoint and Access

Other Requirements

• Must have the ability to read and interpret documents such as open orders, and procedure manuals
  Ability to communicate effectively with customers and other employees of the organization

Physical Demands

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• While performing the duties of this job, the employee will frequently walk and sit; use hands and fingers, handle or feel; reach with hands and arms and talk or listen.

PlayCore and its family of brands considers applicants for all positions without regard to race, color, religion, creed, gender, national origin, age, disability, marital or veteran status, or any other legally protected status.