Customer Service Representative
Seeking a self-motivated individual with previous phone-customer service experience and excellent problem solving skills. Requires working in a multi-tasking environment; detail oriented with high organization and diplomacy abilities a priority. Accuracy and experience with spread sheets along with proven written/verbal communication skills required.
Title of Position: Customer Service Representative
The Customer Service Representative is responsible for responding to customer inquiries regarding HK products, services and customer problems. S/he is responsible for entering customer orders into the system software. The inquiries and orders are received via: telephone, facsimile, mail, internet and all HK units. S/he will work within a team atmosphere, as well as answering incoming loop calls. The Customer Service Representative will represent HK in a courteous and professional manner. This position will have access to customer credit card data and must comply with all policies and procedures designed to keep that data from being compromised.
1. Receive inbound calls on the customer service phone loop.
a. Consistently answer the phone professionally and efficiently following HK's established criteria.
b. Consistently demonstrate proficiency in using the customer service software.
c. Utilize available reference materials to accurately answer customer inquiries.
d. Schedule daily tasks to maximize time available on phone loop.
e. Use available resources to accurately transfer calls in-house.
f. Immediately call back customer voicemail messages.
g. Achieve yearly statistical phone goals.
h. Maintain all customer credit card records following credit card compliance guidelines.
2. Respond to and complete resolution of customer service inquiries received via the telephone, facsimile, mail, or in-house staff.
a. Adhere to and follow HK's established policies.
b. Utilize problem solving skills to quickly resolve inquiries.
c. Demonstrate strong written and verbal communication skills to in-house and external customers' inquiries.
d. Consistently demonstrate proficiency in using the customer service software.
e. Update customer records to record the action taken on the account.
f. Initiate, generate and provide completed paperwork to all in-house staff to apply credit adjustments, invoice corrections, call tags and staff errors on customer accounts/orders.
g. Follow established procedures and timeframes while completing accurate data entry of correction orders into order processing software.
h. As soon as possible, accurately re-files original paperwork.
i. Maintain all customer credit card records following credit card compliance guidelines.
3. Research and input customer phone, facsimile, internet, in-house and mail order(s) into the order processing software when needed.
a. Meet HK's established order entry timeframe.
b. Follow customer account guidelines during insertion and/or amend.
c. Complete accurate data entry of orders including mandatory prompted customer and product information.
d. Consistently demonstrate proficiency in using the order processing software.
e. Accurately follow written sorting instructions for mailing and distributing daily printed invoice copies.
f. Achieve yearly statistical order entry and customer file maintenance accuracy goals.
g. Maintain all customer credit card records following credit card compliance guidelines.
4. Input all journal subscription customer phone, facsimile, internet, in-house and mail orders into the customer service order processing software during the renewal season.
a. Meet HK's established order entry time frame.
b. Complete accurate data entry of orders including mandatory prompted customer and product information.
c. Consistently demonstrate proficiency in using the customer service order processing software.
d. Accurately follow written sorting instructions for mailing and distributing daily printed invoice copies.
e. Achieve yearly statistical order entry maintenance accuracy goals.
f. Maintain all customer credit card records following credit card compliance guidelines.
5. Functions unique by operator.
a. Grant electronic access for electronic journal subscriptions and send customer notification emails during the renewal season.
b. Work with Coordinator(s) to organize, update and maintain all instructional documentation, spreadsheets, forms and training manuals for the department.
c. Work with Coordinator(s) to create and update new documents, forms and/or spreadsheets.
d. Update Coordinator(s) on the status of projects.
e. Meet project due dates.
f. Assist with special tasks as requested by Coordinator(s).
g. Back up the following tasks:
- 1. Review, responding to or distribute, if necessary, all customer inquiry emails that come through the web inquiries folder generated by customers on the Human Kinetics website.
- 2. Daily input customer product return information received from Shipping Return Clerk into customer service order entry software.
- 3. Print the daily immediate run orders.
- 4. Back up K12 order entry
- 5. Return extensions as needed
- 6. Conference account research as needed
6. Consistently look for ways to promote additional sales by offering appropriate customers related products or increasing item quantities.
a. Determine the type of products of interest to the customer and suggest compatible products during every applicable call.
b. Watch for attempts to increase item quantities on every applicable order.
c. Consistently make attempts by using monthly special marketing offer on every applicable call.
d. Record all attempts and sales in OrdersPlus software module during order entry.
e. Continually review and use new product information and promotional materials.
f. Achieve yearly OrdersPlus goal.
7. Maintain an organized, neat work area and filing systems. Consistently adhere to credit card compliance policies.
a. Develop and display an organized paper filing system in work area so other staff can find information.
b. Regularly and comfortably utilize Fulfillment shared electronic file instructional folders and documentation.
c. Responsible for organization and maintenance of personal electronic file folders.
d. Constantly adhere to filling procedures.
- 1. Shred credit card information prior to filing hard copy of order.
- 2. File hard copies of customer orders chronologically on a daily basis.
- 3. On a daily basis file unprocessed credit card orders in individual folder in file cabinet.
- 4. Where needed, consistently sign log book each time accessing file drawers.
- 5. Do not overfill file folders and/or file drawer.
- 6. Follow established written procedures for moving full file drawer hard copies to warehouse archives.
e. Desk is neat prior to leaving each day.
f. Incomplete common work is placed back in common work area before leaving daily.
g. Create and maintain a personal filing system for quickly locating distributed marketing efforts.
8. Participate in the annual fiscal year-end physical inventory.
a. Ensure all orders are entered into the customer service order processing software before final cut-off time.
b. Work mandatory overtime (if required) to maintain required time lines for daily work flow both before and after the actual physical count.
c. Physically count inventory (if required) one day until dismissed.
d. During work day of physical count answer incoming loop calls (if required) with less staff than normal.
e. Mandatory availability (if required) to count inventory one evening.
f. Achieve yearly counting accuracy goal.
The Customer Service Representative must have excellent verbal and written communication skills. S/he must be articulate and have good use of grammar. S/he must be able to interact effectively with customers while answering customer service loop phone calls and working with co-workers, both in the department and with other departments/divisions. S/he must present a helpful and courteous manner and participate as a member of a team by providing resources and problem-solving skills throughout the day. S/he should be flexible and demonstrate adaptability to change.
The Customer Service Representative must be able to organize multiple tasks simultaneously because the phone calls will be interrupting the task at hand. S/he must be able to read, comprehend, and follow instruction. The Customer Service Representative must be able to prioritize tasks and take initiative on tasks where appropriate. S/he must be able to problem solve on a customer-by-customer basis. S/he must be able to demonstrate a high level of accuracy in his/her work with demonstrated technical ability with computer software programs. S/he must maintain a neat, organized office.
The Customer Service Representative must have manual dexterity sufficient to operate a computer, telephone, and other basic office equipment. S/he should be able to sit for long periods of time. The CSR should be able to once a year perform a physical count in a warehouse environment and have the ability to lift 20 lbs. This position is moderately stressful and may become highly stressful during particular times of the year.
WORK ENVIRONMENT Conditions
This position workspace will be placed in close proximity to all other Fulfillment staff for support, interaction and problem solving.
The Customer Service Representative will routinely use the following:
POSITION REQUIREMENTS Education
A high school diploma is required with college coursework preferred.
Type at least 40 words per minute with at least a 95% accuracy rating
Excellent telephone interaction skills
Demonstrated data entry experience
Proficiency with Excel and Word
Excellent verbal and written communication skills
Demonstrated organizational skills
Good math skills
This position will have access to customer credit card data and must comply with all policies and procedures designed to keep that data from being compromised.