Customer Service Representative

6 days ago

Roanoke, Virginia, United States Alsco Full time
Job Summary

The Customer Service Representative drives customer loyalty through response to inbound customer inquiries and proactive outbound calls. The representative coordinates the flow of information to and from the Service Department and follows up with customers to ensure satisfactory resolution.

Key Responsibilities
  • Respond to customer service needs in a courteous and professional manner, adhering to company policy and procedures.
  • Make outbound calls or respond to inbound calls, performing tasks such as audits, up-selling opportunities, problem resolution, sales lead referral, customer follow-up, and processing order requests.
  • Coordinate the flow of information within the Service Department, maintain call logs and files, check night messages, contact personnel as appropriate, print daily reports, and arrange deliveries.
  • Ensure customer loyalty and outstanding customer service, with a sense of urgency, by building relationships, communicating openly, educating customers, managing customer needs, and proactively resolving concerns in cooperation with supervision.
  • Prepare, distribute, and track Welcome packets, renewals, service agreements, yearly/monthly reports, and other paperwork.
  • Monitor and report competitive activity.
Requirements
  • Demonstrate excellence in telephone skills.
  • Demonstrate excellence in internal/external customer service, sales, and relationship building skills.
  • Good experience and skills in MS Office and basic administrative tasks.
  • Excellent verbal and written communication skills in English, ability to comprehend and follow direction, as well as good time management skills and being a team player.
  • Recognize colors, sizes, and types of product and count, add, and subtract accurately.
Working Conditions

Offices and service areas of a typical industrial laundry facility, Service Center, or depot.

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