Customer Support Specialist
1 month ago
About the Company - Atlas Oil Company is looking for a highly motivated Customer Service Representative with an emphasis on service and a desire to continually grow and learn within their career. This role will require an individual with a high degree of courtesy and professionalism due to resolving a wide variety of customer inquiries. An ideal candidate will balance resolving issues with one call along with proactively providing alternative solutions while retaining the customer’s business. Additionally, this role will support customer facing sales via campaigns to grow new opportunities for our products.
About the Role - Primary Responsibilities and Scope:
- Courteously answer telephones using active listening, clear communication, positive language, empathy and critical thinking
- Responsible for evaluating and handling incoming calls regarding requests in the areas of logistics, invoicing, pricing, drafting, credit and collections, account summaries, customer portal support, general inquiries, new ship to requests, compliments, complaints and document delivery
- Evaluates the needs of the customer to determine if the issue can be resolved quickly using research and subject matter experts via a CRM tool
- Enters customer service tickets, with the highest degree of quality and detail
- Communicate effectively and professionally with all internal and external customers
- Regularly update and maintain customer information in all systems
- Assists the Customer Service, Sales, Operations & Back-office departments where applicable
- Ability to identify new opportunities with existing customers (upsell)
- Conducts customer feedback surveys as directed by the Director of Wholesale Marketing
- Support company-wide projects as required
Qualifications - Required Experience:
- 1-3 Years of customer service representative experience preferred
- Desire to solve problems and an insatiable desire to help internal and external customers
- Has knowledge of commonly used concepts, practices and procedures within the customer service field
- Experience entering information into a Customer Relationship Management (CRM) tool
- Ability to follow instructions and pre-established guidelines to perform the functions of the job (i.e. order entry, telephone standards, etc.)
- Ability to adapt to changing or increasing demands in an evolving role
- Ability to offer excellent internal and external customer service under pressure
- Possess strong computer skills (e.g. MS Word, MS Excel, MS Outlook, Database tools) to accurately and efficiently enter data into software tools
- Able to work with limited supervision and stay focused on required tasks through completion
- Work required hours and be on time each regularly scheduled business day. Overtime may be required based on business needs. Must be able to rotate to cover time off for team members as needed
- Able and willing to work with a diverse customer base
- Team player with ability to help others while productively working independently on job assignments
- Experience working in fuel industry preferred
- Ability to balance customer demands with business requirements
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