IB CUST SVC REP I - Full-time / Part-time

POSITION PURPOSE
The main responsibility of the Customer Service Representative is to provide accurate support for the client, vendor, and all other parties involved.
Maintain a positive, flexible outlook, allowing for growth of the organization. Be the face and voice of this company and listen carefully to what the customer is saying while maintaining a polite and helpful attitude.
Handle a variety of contacts in a fast paced customer driven Call Center Environment. Associates are the first point of contact for our Customers and/or Sales Associates via Fax, Email and Calls. You must be able to multi-task while understanding the intricacies of processing orders, returns, complaints, tracking of orders and/or general questions. Customer experience is a top priority and an absolute focus.
MAJOR TASKS, RESPONSIBILITES AND KEY ACCOUNTABILITIES
40%- Receive incoming calls, faxes or emails to place orders, process returns, answer product questions,provide order status and/or route customer to appropriate Department or Sales Professional.
15%- Handle customer complaints utilizing tools, training and problems solving skills as well as de-escalation techniques, conflict resolution skills and professionalism
15%- Provide helpful, professional, courteous assistance to all customers (Internal and External).
10%- Provide knowledgeable insight and information about our products by utilizing tools such as catalog and website. Upsells to Customers as designated.
10%- Interacts with other departments to resolve billing and shipping issues.
10%- Performs other clerical duties as assigned. Performs special projects as assigned.
NATURE AND SCOPE
Reporst to SVP of Customer Service. No direct reports.
ENVIRONMENTAL JOB REQUIREMENTS
Environment:
Located in a comfortable indoor area. Conditions could produce mild discomfort on occasion.
Travel:
Typically requires overnight travel less than 10% of the time.
Additional Environmental Job Requirements: MINIMUM QUALIFICATIONS
Must be eighteen years of age or older.
Must be legally permitted to work in the United States.
Additional Minimum Qualifications:

Education Required:
The knowledge, skills and abilities typically acquired through the completion of a high school diplomas and/or GED.
Years of Relevant Work Experience: 2 years
Physical Requirements:
Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.
Additional Qualifications:
- 2 years of Call Center and/or Contact Center experience required.
- Must be PC literate and be proficient in typing as well as comfortable navigating a computer keyboard
- Must have strong desire to help customers, work well under pressure and maintain a courteous, professional demeanor at all times.
- Ability to learn and retain new information.
Preferred Qualifications:
Data Entry (5000-6000 key strokes per hour)
Knowledge, Skills, Abilities and Competencies:- Microsoft Office knowledge
- Ability to handle multiple tasks
- Strong follow up & problem solving skills