Customer Service Representative

2 days ago

Plant City, United States Fairway Lawns Full time
Summary
The Customer Support Representative (CSR) is responsible for providing high-quality customer service and accurate data entry to ensure that the company's customers receive the best possible experience.

Job Responsibilities
  • Respond to customer inquiries/call logs via phone, email, and texting in a timely and professional manner
  • Assist customers with product inquiries, order status updates, and other related issues
  • Make "call-aheads" for daily tech routes and run Captivated texting daily
  • Accurately input and update customer information, order details, and other relevant data into the company's system(s)
  • Review and verify customer new sales data for accuracy and completeness to ensure that all information is up-to-date and error-free
  • Communicate with other departments, Branch Manager, Field Manager(s) or Technicians to coordinate and resolve customer issues and order discrepancies
  • Collaborate with the Customer Service Team to improve and streamline processes and procedures
  • Maintain a positive and professional attitude towards customers and colleagues at all times
  • Meet or exceed performance metrics such as response time, accuracy, and customer satisfaction ratings (Voice of the Customer)
  • Identify and assess customers' needs to achieve satisfaction
  • Engage in cross-selling of products to existing customers
  • Manage large amounts of inbound and outbound customer service calls
  • Assist with other administrative or branch tasks as needed
Requirements

Required Education, Experience & Skills
  • High school diploma or equivalent required
  • Some post-high school education preferred, but not required
  • Minimum one-three years previous experience in customer service and data entry required
  • Demonstrated excellent written and verbal communication skills
  • Strong attention to detail and accuracy
  • Proficiency with Microsoft Office and other computer applications
  • Ability to multi-task and prioritize workload in a fast-paced environment
  • Positive and professional attitude with a willingness to learn and adapt to change
  • Ability to work independently and as part of a team.
  • Strong problem-solving skills with the ability to identify and resolve issues quickly
Physical Requirements
  • Prolonged periods sitting at a desk and working on a computer, typing
  • Specific abilities required by this job include close and distant vision as well as the ability to hear normal conversation and respond, either verbally or in writing, to accurately convey detail and/or instructions
  • Must be able to lift up to 15 pounds at times

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