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Customer Service Representative

Greater Marketing Team

Customer Service Representative

Cleveland, OH
Full Time
Paid
  • Responsibilities

    The Customer Service Representative attracts potential customers by answering product and service questions; suggesting information about other products and services. Process orders, prepare correspondences and fulfill customer needs to ensure customer satisfaction.

    Rely on instructions and pre-established guidelines to perform the functions of the job. Works under immediate supervision. Primary job functions do not typically require exercising independent judgment. Typically reports to a supervisor or manager. The target is to ensure excellent service standards and maintain high customer satisfaction.

    Job functions:

    • Open and maintain customer accounts by recording account information
    • Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
    • Recommend potential products or services to management by collecting customer information and analyzing customer needs
    • Prepare product or service reports by collecting and analyzing customer information
    • Contribute to team effort by accomplishing related results as needed
    • Generate sales leads
    • Identify and assess customers' needs to achieve satisfaction
    • Build sustainable relationships of trust through open and interactive communication
    • Provide accurate, valid and complete information by using the right methods/tools
    • Meet personal/team sales targets and call handling quotas
    • Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure solution
    • Keep records of customer interactions, process customer accounts
    • Follow communication procedures, guidelines and policies
    • Go the extra mile to engage customers
    • Greet customers warmly
    • Cancel or upgrade accounts
    • Assist with placement of orders, refunds, or exchanges
    • Answer questions about terms of sale
    • Suggest solutions when a product malfunctions
    • Attempt to persuade customer to reconsider cancellation
    • Inform customer of deals and promotions
    • Sell products and services
    • Utilize computer technology
    • Work with customer service manager to ensure proper customer service is being delivered
  • Industry
    Marketing and Advertising