Customer Service Representative

JOB FUNCTION/ PURPOSE
The Customer Service Representative II is responsible for handling and processing incoming calls and requests from customers.

RESPONSIBILITIES

• Takes, prepares, tracks and expedites customer orders and inquiries by phone and in person.
• Fills out necessary paperwork associated with each transaction.  Maintains customer information database by updating customer information when required. Generates reports as needed.
• Refers service failure complaints to designated departments for investigation.
• Assists in resolving customer complaints.
• Inputs information regarding inspections and payments.
• Prepares and maintains correspondence with customers.
• May be responsible for maintaining a cash drawer and processing cash payments. 
• May be responsible for basic accounting responsibilities.
• Responsible for special projects as needed.
• Prepare documentation for adjustments to customer accounts.
• Other duties as assigned.

Education/Experience:High School Diploma or GED. 2-4 years related experience.
Technical: Intermediate proficiency with Microsoft Office applications & internet. Ability to work with basic office equipment & phone systems. Ability to work with numbers, including calculations & cash handling. Ability to type 35 WPM, including Alpha-numeric keys & 10 key-machine. Working knowledge of billing and payment processing; Familiar with rate orders & contracts.
Communication: Communicates clearly & professionally. Contributes to a positive internal & external customer experience. Maintains composure in challenging situations. Collaborates with others. Asks for constructive feedback.
Problem Solving & Quality: Pays attention to detail. Identifies & solves problems. Escalates issues accordingly. Checks work for quality. Shares suggestions to improve quality & productivity.
Managing For Results: Works independently with minimal supervision. Takes projects to completion. Follows all company policies & SOPs. Manages multiple tasks. Demonstrates flexibility in workflow & scheduling.
Leadership & Initiative: Demonstrates a positive attitude. Acts in accordance with company vision, mission & values. Takes accountability for own performance. Willing to take on additional assignments. Seeks out opportunities for development.

PHYSICAL DEMANDS
The work environment is characteristic of an office environment: sitting, standing, walking, bending and lifting are required to perform job responsibilities. The employee must occasionally lift and move up to 20 lbs.