Position Summary:The Customer Service role is responsible for handling an array of front-facing duties, including assisting customers with complaints and questions, and relaying information about SPI's products and services. This role is expected to maintain a high level of professionalism and present SPI in the best light possible.
Essential Duties and Responsibilities - Attract potential customers by answering product and service questions
- Suggest additional products and services to potential and current customers
- Resolve product or service problems by clarifying the customer's complaint and following SPI processes to ensure resolution
- Contribute to team effort by accomplishing related results as needed
- Manage large amounts of incoming calls
- Build sustainable relationships of trust through open and interactive communication
- Provide accurate, valid and complete information by using the right methods/tools
- Greet customers warmly and ascertain problem or reason for calling
- Anticipate customer needs, following up with previous customers to offer reorders or additional services
- Handle changes in policies or renewals
Qualifications:To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
In addition to the qualifications below, the qualified candidate must have:
- Positive, friendly attitude
- Ability to handle a high volume of customer inquiries via phone and e-mail
- Familiar with CRM systems and practices
- Customer orientation and ability to adapt/respond to different types of characters
- Excellent communication and presentation skills
- Ability to multi-task, prioritize and manage time effectively
- Flexibility to work different shifts (including evenings, weekends, or holidays)
- Excellent listening skills and an empathetic voice and manner
- Dedication to customer satisfaction, regardless of the nature of the call
Competencies: To perform the job successfully, an individual should demonstrate the following:
Communications - Exhibits good listening and comprehension. Expresses ideas and thoughts in written form. Expresses ideas and thoughts verbally. Keeps others adequately informed. Selects and uses appropriate communication methods.
Customer Service - Displays courtesy and sensitivity. Manages difficult or emotional customer situations. Meets commitments. Responds promptly to customer needs. Solicits customer feedback to improve service.
Dependability - Commits to doing the best job possible. Follows instructions, responds to management direction. Keeps commitments. Meets attendance and punctuality guidelines. Responds to requests for service and assistance. Takes responsibility for own actions.
Planning & Organization - Integrates changes smoothly. Plans for additional resources. Prioritizes and plans work activities. Sets goals and objectives. Uses time efficiently. Works in an organized manner.
Teamwork - Balances team and individual responsibilities. Contributes to building a positive team spirit. Exhibits objectivity and openness to others' views. Gives and welcomes feedback. Puts success of team above own interests.
Education/Experience: High school diploma or general education degree (GED); or two to three years of related Customer Service experience and/or training; or equivalent combination of education and experience
Language Ability: Read and comprehend simple instructions, short correspondence, and memos. Write simple correspondence. Effectively present information in one-on-one and small group situations to customers, clients and other employees.
Mathematical Ability: Add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Compute rate, ratio and percent, and draw and interpret bar graphs.
Reasoning Ability: Apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Deal with problems involving several concrete variables in standardized situations.
Computer Skills: To perform this job successfully, an individual should have knowledge of Microsoft Office, including Outlook, Word, Excel and PowerPoint. Preferred experience with CRM systems. Must have a working knowledge of basic office equipment including the copier, fax machine, and computer.
Certificates and Licenses:None
Supervisory Responsibilities:None
Travel and Standard Work Schedule: Standard hours of work are Monday through Friday, 8:00 a.m. to 5:00 p.m. Occasional after hour and weekend events may be required and scheduled to fulfill SPI's business goals.
Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
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 is regularly required to sit and talk or hear. The employee is frequently required to use hands to finger, handle, or feel and reach with hands and arms. The employee is occasionally required to stand; walk; climb or balance; stoop, kneel, crouch, or crawl and taste or smell. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, color vision, depth perception and ability to adjust focus.
The above job description is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor.