Job Description

As an Inbound Call Center Customer Service Representative, you will engage with customers and internal employees to address inquiries about their accounts. It is essential that you enjoy building connections with customers and providing assistance. This hands-on, motivated, and driven individual should possess outstanding and genuine customer service skills, in addition to strong computer proficiency and effective problem-solving abilities.

Areas that play to your strengths

All the responsibilities we'll trust you with:

• Professionally answers incoming calls from customers and field staff.

  Identifies and evaluates customers' needs, directing the call appropriately.

  Establishes and maintains customer relationships through consistent and timely communication.

  Delivers accurate, valid, and complete information using appropriate methods and tools.

  Addresses customer complaints effectively, offering sound solutions or alternatives in a timely manner.

• All customer communication and status updates are documented accurately and thoroughly.

  Follows up and provides updates on outstanding email and voicemail tasks.

  Sends invoices to customers as needed or upon request.

  Coordinates deliveries when customers are out of stock.

  Collaborates with field sales to address customer needs, payment commitments, and related matters.

  Identifies issues in field processes that may cause payment delays and reports them to management.

• Supports the Collections team by:

  Communicating account balances to customers and field personnel.

  Providing independent account summaries.

  Ensures that independent customers comply with credit and payment terms; evaluates the need for service holds when necessary and restores terms when accounts are current.

EXPERIENCE

Your areas of knowledge and expertise

that matter most for this role:

• Possesses exceptional communication skills, including both written and strong telephone etiquette.
• Over 2 years of experience in customer service.
• More than 2 years of experience in accounts receivable, credit, and collections.
• Ability to comprehend written instructions (e.g., policy and procedure manuals), correspondence, and financial documents.
• Experience in direct store delivery, route accounting, or call centers is considered an advantage.
• Capable of working effectively in a fast-paced, dynamic environment with the ability to adapt to change.
• Proficient in computer applications, including Microsoft Excel and Word.
• Friendly and professional demeanor with the ability to explain and educate customers in a clear and supportive manner. (Skilled at writing and organizing formal correspondence.)
• Demonstrates a genuine desire to learn and become a trusted subject matter expert.
• Adept at handling confidential information with discretion.
• Highly detail-oriented, ensuring accurate processing and recording of information while maintaining data integrity.
• Displays excellent time management skills, capable of prioritizing tasks and handling multiple responsibilities simultaneously.
• PHYSICAL REQUIREMENTS
• The employee is regularly required to use their hands to finger, handle, or feel objects; reach with their hands and arms; and communicate by talking or hearing.
• The employee is frequently required to walk and sit.
• Specific vision abilities required for this job include close vision, distance vision, peripheral vision, depth perception, and the ability to adjust focus.

• Travel 0-10%
• Permanent
• Benefits eligible

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