Customer Service Representative

General Job Description:

Under general direction, the Customer Service Representative will serve as the primary interface with our customers. This position will be responsible for acquiring inbound calls and emails, accessing the nature of the calls, and creating work orders in the IFS system.

Essential Duties & Responsibilities

• Receive high volume inbound calls/emails, identify the nature of the call/email and document all information according to standard operating procedures.
• Create work orders for service requests and relay information to appropriate dispatchers.
• Obtain and accurately enter new customer information into the IFS system.
• Distribute new customer form to accounts receivable manager for approval.
• Maintain customer database master files.
• Manage and distribute customer complaints accordingly.
• Any other duties and responsibilities as assigned by the Dispatch Manager.

Position Requirements (Skills, Work Experience, Education, Certifications, Licenses, etc.):

• 1-2 years data entry and call center experience.
• High School Diploma or equivalent required.
• Ability to handle hectic, fast paced environments.
• Detailed orientated, ability to multitask and possesses great organizational skills.
• Must be able to utilize a headset and computer terminal and navigate through multiple systems to input and retrieve information.
• Comfortable with Microsoft Windows environment including Excel and Word.
• Excellent writing and verbal communication skills.
• A driven self-starter with a strong work ethic that can take the lead on initiatives and follow-through on commitments.
• Very organized with demonstrated ability to multitask.

ACCO Competencies:

• Proactivity / Initiative: Recognizes what needs to be done and accomplishes it in a manner appropriate for one’s level/position and with minimal supervision.
• Perseverance: Shows the wherewithal to fight for difficult goals despite challenges and to bounce back from adversity.
• Insight: The ability to gather and make sense of information that suggests new possibilities.
• Engagement: Shows a knack for using emotion and logic to communicate a persuasive vision and connect with people.
• Teamwork: The ability to effectively work toward common goals with others by supporting, encouraging, and sharing information in an authentic and approachable manner.
• Big Picture: Understands and contributes to organizations’ short- and long-term business strategy.  On a personal level has independently developed a vision for short- and long-term career success.
• Motivation / Dedication: Commits to excellence in pursuing unselfish goals.  Initiates action with collective goals, takes responsibility, and shows personal humility.
• Technical Curiosity / Willingness to Learn: Interest in seeking out new experiences, knowledge, and candid feed, back; demonstrating an openness to learning and change.
• Problem-Solver: Ability to identify, analyze, and solve a problem in support of personal, group, department, or organizational objectives.

Physical Requirements:

(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.)

• The physical demands described herein 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.
• The employee may regularly lift and /or move up to 10 pounds, and occasionally lift and/or move up to 30 pounds.
• Specific vision abilities required by this job include Close vision and Distance vision.
• While performing the duties of this Job, the employee is regularly required to stand; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is regularly required to walk and sit; climb or balance and stoop, kneel, crouch, or crawl (for purposes of assisting with project job walks and site inspections).
• The employee is occasionally required to reach above shoulder height to access storage cabinets and shelves.

Hours:

This is a non-exempt position. Workdays are scheduled from Monday through Friday. Typically, work hours begin and end between 7:00 am and 5:00 pm as scheduled with the position's supervisor, with a minimum thirty-minute and maximum one-hour break for lunch, and two rest breaks. Occasional overtime may be necessary per business needs.

Travel: 0 -5% of the time to and from the primary office to regional branch offices.

Competitive Wages:

$17.79 to $23.32 per hour. Applicants please note that actual compensation is determined by several factors that are unique to each candidate, including but not limited to job-related skills, depth of experience, certifications, relevant education or training, and specific work location, among others. The offered wage or salary is only one aspect of an employee's total compensation.

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