Customer Service Representative

JOB SUMMARY

The Customer Service Representative serves as the primary point of contact for clients, ensuring a high level of satisfaction by providing professional support and managing all inquiries and issues promptly. This role involves educating prospective and new clients on products and services, processing orders efficiently, and proactively ensuring a positive customer experience.

ESSENTIAL JOB FUNCTIONS

• Manage all client interactions, maintaining a positive and professional demeanor in all communications (email, phone, and in-person).
• Provide product and service information to prospective and new clients and assist with processing orders, forms, and requests promptly.
• Ensure client satisfaction by proactively following up on purchases and gathering feedback.
• Promptly address and resolve client inquiries, complaints, and common troubleshooting issues, escalating complex problems to the appropriate teams when necessary.
• Collaborate effectively with the customer service team and other departments to develop and implement optimal solutions for client concerns.
• Maintain thorough and accurate records of all customer interactions, transactions, comments, and complaints.
• This job description is not designed to cover or contain a comprehensive listing of the required activities, duties, or responsibilities of the team member. Duties, obligations, and activities may change, or new ones may be assigned at any time with or without notice.

Reasonable accommodation may be made to enable individuals with disabilities to perform these essential functions.

LEADERSHIP COMPETENCY MODEL

This role requires the demonstration of the following competencies:

Instills Trust | Communicates Effectively | Demonstrates Customer Focus | Takes Initiative | Makes Quality Decisions | Drives Growth | Ensures Accountability | Drives Results

KNOWLEDGE, SKILLS, AND ABILITIES

• Skill in delivering responsive, high-quality customer service.
• Ability to identify and resolve problems.
• Advanced proficiency (knowledge) with Microsoft Office 365.
• Active listening and communication skills to handle clients who may be upset
• Teamwork skills to collaborate with representatives and coworkers in other departments
• Technical skills in using voice-over-IP phones and customer records management, word processing, database, email, and chat software programs

SUPERVISORY RESPONSIBILITIES

• This position has no supervisory responsibilities.

WORK ENVIRONMENT AND PHYSICAL DEMANDS

• In office environment
• Prolonged periods sitting at a desk and working on a computer
• Must be able to lift up to 15 pounds at times.

PLANNED BUSINESS TRAVEL

• This job requires no planned business travel.

EDUCATION AND EXPERIENCE

• High School diploma or equivalent is required. Associate or bachelor’s degree, preferred.
• Combined experience in customer service or call center practices of 1 or more years with education is desirable.
• Previous experience with custom-facing role is a plus.

EEO STATEMENT

DuraServ is an equal-opportunity employer. We prohibit discrimination and afford equal employment opportunities to team members and applicants without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law. Our EEO policy applies to all aspects of the relationship between DuraServ and its team members, including recruitment, employment, promotion, transfer, training, working conditions, compensation, benefits, and application of policies.