Customer Service Representative-601H

3 days ago

Mentor, United States PPS-HPS Full time
Job DescriptionJob Description

Job Description

CUSTOMER SERVICE REPRESENTATIVE

SUMMARY

The Account Manager is a support position providing assistance to customers and vendors.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

  • Responds to all inbound calls for service from home office and store locations.
  • Resolves issues and concerns by providing information or taking action that will correct the problem.
  • Manages work request to ensure contractor does not violate Not To Exceed without prior approval.
  • Ensures that all contractor performance issues are reported as they occur via the Vendor Performance Issue form as provided to the Vendor Relations Team.
  • Ensures that follow up calls are managed within departmental guidelines
  • Ensures that performance reports are generated and distributed per customer requirements.
  • Ensures that edits are resolved within four business days.
  • Ensures that all customer web-based system reporting requirements are met within established parameters.
  • Monitors service areas and reports deficiencies in approved vendor selections when they arise.
  • Resolves edits on a five-day time table and reports exceptions to the Senior Team Leader.
  • Attends any required meetings and conference calls and actively participates in the discussion.
  • Understands the requirements for each customer which is under a CLS service contract.
  • Actively seeks opportunities with selected clients to provide them with additional services and materials in order to increase sales volume and improve gross profit.
  • Pursues educational options which may periodically arise that will positively impact the performance of the duties herein, and as agreed by Senior Team Leader.
  • Maintains an orderly workspace allowing other to easily obtain information that might be required in the absence of the employee.
  • Maintains the most positive and professional image within the organization as well as outside contacts.
  • Maintains a regular and punctual attendance record.
  • Adheres to all policies set forth in the CLS Personnel Policies Handbook.
  • Participates in tasks and projects where deemed necessary by management.

QUALIFICATIONS

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

LANGUAGE SKILLS

Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.

REASONING ABILITY

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

PHYSICAL DEMANDS The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; and talk and hear. Specific vision abilities required by this job include close vision.

WORK ENVIRONMENT The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

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