Job description

Job Title: CSR (Customer Service Rep)

Work Hours: 8:00am –5:00pm, Monday through Friday

Some overtime as seasonality demands

Primary Job Function: To answer and direct all incoming calls. Ensure that each customer contact is initiated in a friendly and courteous manner. All phone calls to be answered by the second ring; customers will not be left on hold at any time for longer than 1 minute. Greet all visitors in a professional and courteous manner.

Reports To: Office Manager

Daily Duties:

1. Answer all incoming calls by the 2nd ring.

2. Follow all pertinent call scripts

3. Route incoming calls to appropriate staff.

4. When staff members aren’t available to take their phone calls always give the caller a choice of leaving voice mail or a message.

5. Contact proper team members with immediate customer concerns.

6. If sensing a customer is becoming upset with a staff member or situation, notify the department manager of potential problem.

7. Follow through with customer – be sure their needs have been adequately met.

8. Greet all visitors in a professional and courteous manner.

9. Maintain showroom brochures and product information, make certain company stamp is on all literature.

10. Keep reception area and showroom neat, clean and organized.

11. Keep breakroom clean and stocked

12. Any additional filing needed

13. Maintenance of customer database particularly the maintenance customers we have

14. Outbound calls to schedule customers maintenance visits.

15. Record company greeting for after hours calls.

16. Transfer phones to answering service at the end of the day.

17. Route all message left with answering service the night before or on the weekend.

18. Pick up all outgoing mail, ensure proper postage and deliver to post office/mail box.

19. Update answering service of on call schedule.

20. Maintain and distribute company phone list.

21. Other duties as assigned.

Performance Indicators: Certain key business indicators will measure the effectiveness of this position. These include the following:

1. Number of times phone calls go to voice mail during office hours.

2. Customer satisfaction concerns with the manner in which the phones. are being answered.

3. Proper routing of calls to the right staff member and voice mail.

4. Great organization to pick up duties and park duties as needs arise throughout the workflow.

5. Great follow through with customers and internal team.

Job Type: Full-time

Pay: $16.00 - $18.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Shift:

• 8 hour shift

Weekly day range:

• Monday to Friday

Work setting:

• In-person

Ability to commute/relocate:

• Nampa, ID 83687: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Customer service: 1 year (Required)

Work Location: In person

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