DescriptionSUMMARY The Customer Service 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 830am-530pm with an hour unpaid lunch. Occasional Saturdays.
Duties/Responsibilities: - Portraying a positive company image and engaging in professional and friendly communications with customers
- 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
Requirements- High school diploma or general education degree (GED); or one to three months 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.