Client Support Specialist

2 weeks ago

Paso Robles, California, United States Marborg Industries Full time

JOB TITLE: Customer Service Representative

POSITION SUMMARY:

The Customer Service Representative plays a vital role in engaging with clients to address their inquiries and concerns with exceptional service and prompt responses. This position also includes Dispatcher duties to assist the driver team, ensuring effective communication with drivers to resolve issues during their routes, which is essential for achieving complete customer satisfaction.

KEY RESPONSIBILITIES:

  • Manage a high volume of incoming calls and proactively reach out to customers to process orders for all products offered.
  • Dispatch service orders and address service-related issues by coordinating with drivers, utilizing GPS systems for real-time location tracking.
  • Optimize productivity by efficiently routing vehicles and assigning loads based on various factors including driver location and equipment availability.
  • Handle order processing and modifications for services related to portable restrooms and event setups.
  • Prepare customer quotes tailored to individual needs.
  • Conduct audits on paperwork to confirm service delivery to customers.
  • Assist in billing processes and ensure accurate record-keeping.
  • Utilize database systems to maintain detailed notes on customer accounts.
  • Meet or exceed established service quality and productivity benchmarks.
  • Address customer complaints regarding billing or service, referring complex issues to appropriate departments for resolution.
  • Collaborate with other departments to enhance customer satisfaction.
  • Perform additional job-related tasks as required.

QUALIFICATIONS:

To excel in this role, candidates must demonstrate proficiency in essential duties. The following qualifications are necessary:

  • A minimum of 2 years experience in a high-volume call center environment.
  • A proactive and responsible individual with a strong work ethic and reliability.
  • Ability to build trust and rapport with customers, demonstrating exceptional listening skills.
  • Strong decision-making capabilities and professional communication skills.
  • Efficient data entry skills with attention to detail.
  • Ability to multitask effectively in a fast-paced setting.
  • Familiarity with billing processes and software applications.
  • Bilingual skills in English and Spanish are advantageous.

EDUCATION:

A high school diploma or equivalent is required, along with two years of relevant customer service experience.

CORE COMPETENCIES:

  • Integrity and ethical conduct in all activities.
  • Ownership and accountability for tasks and responsibilities.
  • Exceptional service orientation and respect for diverse perspectives.
  • Ability to identify and rectify operational deficiencies.
  • Commitment to maintaining a safe work environment.
  • Focus on environmental sustainability and community improvement.

LANGUAGE AND MATHEMATICAL SKILLS:

Proficiency in reading, writing, and interpreting documents in English and Spanish. Basic mathematical skills for handling calculations and data interpretation are also required.

WORK ENVIRONMENT:

This position operates in a moderate noise level environment and requires the ability to sit for extended periods, use hands for typing, and communicate effectively.

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