Job description

Office Assistant - Customer Service Representative Role

Job description

The Office Assistant / Customer Service Representative (CSR) is responsible for providing quality customer service to internal and external customers daily via telephone, email, web service request, or in-person communication. This position is responsible for ensuring all customer service calls and requests are completed in a timely, accurate, and efficient manner while maintaining a customer-focused attitude. Assigned tasks will vary based on business necessity.

Responsibilities/Accountabilities (include but are not limited to):

• Primary job responsibility is to gather information via incoming calls and emails from customers in order to quickly, professionally and accurately answer any and all questions regarding appointments, product and service issues.
• Meet customer needs by diagnosing service issues; processing service requests; scheduling service appointments based on customer product, time and labor requirements; providing quotes to customers; ordering necessary service parts
• Must research and troubleshoot product issues from customer in an accurate and timely manner
• Update customer files (electronic files in CRM System) each time contact is made with customer and close file when job is completed
• Understand and proficiently use phone system as required
• Resolve customer complaints regarding product and service, engaging other departments when needed (i.e. sales, order fulfillment, technical and corporate support staff)
• Assist management with calendar, directions, customer communications, etc.
• Process customer payments via credit card

Skills/Knowledge:

Provide superb customer service

Completes work in a timely and accurate manner

Enjoys working in fast-paced environment with a high sense of urgency

Confident in ability to resolve customer issues

Seeks out internal experts and utilizes their knowledge

Committed to following established processes

Focused on details and follow through

Proficiency with a CRM system and Microsoft Office and ability to learn internal software programs and applications

Complete confirmation process for customers with time/date of appointment, and place calls to customers after event is completed to determine service level obtained

Meets or exceeds monthly metrics goals, including CSR, quality, and productivity goals as established by department

Promotes and facilitates continuous improvement activities in the department

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The qualifications, physical demands and work environment characteristics listed below are representative of the knowledge, skill, and/or ability required to successfully perform the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience:

Must have a High School Diploma or GED. AA or Technical degree preferred, 0-2 year’s customer service, or general business experience preferred. Prior knowledge of general construction applications and terminology and/or window and door applications or components is desirable but not required.

Computer Skills:

Proficiency with Microsoft Word, Excel, and CRMs is preferred but not mandatory. Will be expected to develop proficiency in our custom CRM.

Communication Skills:

Excellent verbal and written English language skills are required as well as good public relations, public speaking, and customer service skills. Ability to read, interpret, understand and explain documents such as sales processes, product specifications or warranty manuals. Ability to effectively present information to others, gather information from others, and respond appropriately to questions from customers, coworkers and managers. Must display excellent phone and email etiquette. Must be able to present an appropriate attitude for the situation when interacting with customers or coworkers.

Professional Skills:

Must be a team player and exhibit a strong desire to learn and promote self-growth. Must be proactive, self-disciplined, self-motivated, and have a demonstrated ability to follow projects through to completion. Attention to detail is required. Must be able to demonstrate organizational skills, prioritize tasks, and meet deadlines. Must be able to develop trust, respect, and confidence of customers, coworkers and managers. Must present in a clean and neat physical appearance. Must be able to investigate issues and resolve conflict in the best interests of the business and our customers.

Mathematical Skills:

Ability to subtract two digit numbers and to multiply and divide with 10s and 100s. Ability to perform calculations using units of money, time, measurement, etc. Ability to calculate figures and amounts such as proportions, percentages, area, length, width, height, and depth. Ability to apply basic concepts of algebra, geometry and general business math.

Work Environment:

Work environment with this job primarily includes the typical office environment. The noise level of this job is typically moderate. Employees in office positions may occasionally enter warehouse work areas.

Job Type: Full-time

Job Type: Full-time

Pay: $16.00 - $18.00 per hour

Schedule:

• Monday to Friday

Ability to commute/relocate:

• Ventura, CA 93001: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Customer service: 1 year (Preferred)

Work Location: In person

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