Customer Service Representative

Paycom is seeking a Customer Service Representative to maintain effective customer service for all internal and external customers. The role involves developing procedures, monitoring customer satisfaction, and training team members to ensure high performance.

Responsibilities:

• Develops and implements procedures pertinent to the effective and efficient operation of the Customer Service Department
• Monitors programs and procedures to ensure on-time delivery and customer satisfaction. Maintains in-depth working knowledge of Company XYZ systems and processes
• Sets performance standards to meet service goals of company. Coaches Customer Service Team in order to achieve high performance. Structures the training agenda for department members. Measures Customer Service Rep performance and makes employment decisions
• Provides feedback to the company regarding service failures or customer concerns. Provides feedback to Operations team to ensure all customers have accurate and timely information on order status and/or changes
• Works continually towards self-development to stay current on customer service, sales and supervisory procedures & practices
• Assists Customer Service Reps, Reps/Dealers/Sales in troubleshooting orders that require special handling. Responds to customer inquiries and problem solving in a professional and effective fashion. Acts as a resource in resolving customer issues brought to the Department by utilizing excellent Company XYZ process knowledge and strong skills in negotiating and selling
• Performs other related duties as assigned

Requirements:

• Leadership: a demonstrated ability to lead people and get results through others
• Planning: an ability to think ahead and plan over a 3-9 month time span
• Management: the ability to organize and manage multiple priorities
• Customer service systems development and deployment
• Problem analysis and problem resolution at a functional level
• Employee training and development
• Strong customer orientation
• Excellent interpersonal and communication skills
• High performance teams and a strong team player
• Commitment to company values
• Computer proficiency
• Negotiation skills
• Customer service management within a furniture manufacturing environment
• Customer service management within an independent sales rep force environment
• Architect & designer sales
• Customer service experience within a retail environment