Job Summary

We are looking for a Customer Service Representative to work in a fast-paced environment, handle customer inquiries, and high call volumes while ensuring customers feel valued and heard. This successful team member will have excellent communication, problem-solving, and time management skills to manage inbound and outbound calls effectively. To effectively provide solutions to customers, you will become knowledgeable about DuraServ’s products and services. Since CSRs are in a customer-facing role, they 

Essential Functions 

Reasonable accommodation may be made to enable individuals with disabilities to perform these essential functions.

Provide product and service materials to prospective and new clients.Ensure clients are satisfied with products or services by handling complaints and inquiries and providing professional support to clients.Follow up with clients by phone or email to advise of satisfaction of purchased products.Respond promptly to client inquiries and complaints, and escalate when necessary.Troubleshoot common knowledge issues with products or services.Work with a team of CSRs and other departments to find appropriate solutions to problemsAlways maintain a positive, empathetic, and professional attitude toward clients, through email correspondences, phone conversations, and face-to-face meetings.Process orders, forms, applications, and requests in a timely fashion.Retain records of customer interactions, transactions, comments, and complaints.Perform other related duties, as assigned

 

Knowledge, Skills, and Abilities

(K) Knowledge of working with technology and Microsoft Office 365.(A) Ability to identify and resolve problems.(S) Interpersonal and customer service skills to ensure positive interactions with clients(S) Analytical and problem-solving skills to diagnose problems and recommend effective solutions(S) Multitasking and organizational skills to work on multiple issues at one time(S) Active listening and communication skills to handle clients who may be upset(S) Time-management skills to respond to client emails and calls in a prompt manner(S) Teamwork skills to collaborate with representatives and coworkers in other departments(S) Technical skills in using voice-over-IP phones and customer records management, word processing, database, email, and chat software programs(S) Remain calm and professional, even when dealing with difficult clients

Leadership Competencies

At DuraServ, the following competencies are essential for success in the job: Action Oriented ● Communicates Effectively ● Customer Focus ● Decision Quality ● Drives Results ● Ensures Accountability ● Instills Trust ● Self-Development

Supervisory Responsibilities

This position has no supervisory responsibilities. 

Work Environment and Physical Demands

In the office environment, this is not a remote positionProlonged periods sitting at a desk and working on a computerMust be able to lift up to 15 pounds at times

Travel 

This job requires no planned business travel.

Education and Experience

High School graduation or equivalent is required.  Combined experience in this type of job role of one or more years with education is desirable.Experience in a customer-facing role

 

Disclaimer 

This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the team member. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice.

 

EEO Statement

DuraServ is an equal-opportunity employer. We prohibit discrimination and afford equal employment opportunities to team members and applicants without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law. 

Our EEO policy applies to all aspects of the relationship between DuraServ and its team members, including recruitment, employment, promotion, transfer, training, working conditions, compensation, benefits, and application of policies.