Job Description

Scott Resources 2, LLC is a geology education materials distribution company located in Berthoud Colorado. We ship to customers throughout the USA and Canada.

The Customer Service Representative responds to basic-level and routine customer email and telephone calls.

This role professionally researches customer service issues and provides timely, relevant, and accurate responses. The CSR works collaboratively with team members and leadership to ensure service level deadlines are met. The CSR is a team player who thrives under the pressure of deadlines, can handle last-minute requests, and can multi-task and prioritize daily work assignments. The CSR may also perform non-phone processes and other tasks as assigned by the manager.

Flexibility in schedule is essential as overtime may be required during Peak Business Periods (work after normal business hours and/or weekends).

RESPONSIBILITIES

• Utilize Customer relationship Management (CRM) and other case management databases effectively
• Utilize the PC to input or obtain detailed information from registration databases and/or access hard copy necessary to respond to requests promptly, accurately, and by program and departmental procedures
• Complete accurate data input or corrections into computer files
• Perform clerical functions associated with tracking data for effective case management
• Adhere to ethical standards and comply with the laws and regulations applicable to your job function
• Demonstrated high-quality customer service interactions
• Pre/Test/Post administration
• complete and accurate information provided to external clients
• Timely and relevant escalation of calls and emails
• Accurate data input and corrections

REQUIRED SKILLS

• Demonstrated ability to clearly communicate (both orally and in writing) with attention to style, tone, and detail, and to obtain and promptly provide accurate information.
• Ability to handle complex and demanding situations, tactfully when dealing with clients and customers.
• Ability to interact with all levels of staff professionally.
• Ability to deescalate irate customers during telephone interactions, tactfully.
• Knowledge of/sensitivity to worldwide cultural differences. Maintains an awareness of the impact on public relations and possible repercussions.
• Maintain an awareness of the impact on public relations and possible repercussions.
• Ability to work under pressure of deadlines and handle last-minute requests.
• Ability to locate and synthesize information from multiple data sources.
• Ability to analyze and resolve routine and complex problems.
• General knowledge of office procedures to input, process, and complete assigned work.
• Experience in Windows, Microsoft Word, Excel, and Outlook applications is highly desirable.

EDUCATION, CERTIFICATIONS, OR SPECIAL LICENSES

• High School diploma or an equivalent combination of education and experience from which comparable knowledge and abilities can be acquired is necessary.

RELEVANT YEARS OF EXPERIENCE REQUIRED

• 1-2 years of responsible experience in a service-oriented, customer service/call center background

Company Description

Scott Resources 2, Inc. is the industry leader with over 75 years of combined experience working in geological samples, rock and mineral kits, and educational materials. We are a volume B2B dealer, capable of supplying large scale production of our product lineup, as well as custom products manufactured to your organization's specification.