Customer Service Rep

Job Summary

This position is accountable for providing Haffner’s customers with an outstanding, positive customer experience.

Specific Responsibilities:

• Provide outstanding, positive customer service to Haffner’s customers via telephone, email, and lobby visits.
• Answer initial and follow up calls from customers who have delivery, service, and technical support issues, with the ability to take full ownership of the issue from start to finish.
• Responds to inquiries by utilizing approved scripting and established SOPs to research and clarify desired information. Provides follow up when escalation or alternative solutions are required.
• Develop new business opportunities with existing customers by promoting company products and services.
• Maintains required documentation for new and existing customers.
• Input data/call documentation/notes into the company computer platform (i.e. Cargas) at the time of the interaction to keep each customer record updated.
• The ability to deal with the demand of fast paced and high-volume operation.
• Adheres to schedules and work time availability guidelines set forth by management.
• Supports Finance Department by making accounts receivable calls and processing statements.
• Performs other related duties, or duties that maximize the individual’s knowledge and contributions, at the discretion of the Customer Service Manager and Customer Service Site/Team Lead.

Leadership, Education and Training Requirements:

• Absolute commitment to customer satisfaction, including timely issue resolution and proactive customer outreach.
• Concise, effective verbal and written communications skills, with strong conflict resolution abilities and the ability to empathize with customers.
• Ability to excel both individually and as part of a larger team.
• Capability to execute tactically by organizing multiple processes, and prioritizing duties, in a multitasking and rapidly changing work environment.
• Willingness to participate in mandatory training sessions that grow product knowledge and promote stronger customer satisfaction.

Technical Requirements:

• Prior customer service experience, particularly in a high-volume environment, preferred.
• For certain offices, availability to work varied shifts at peak times, including evenings and weekends.
• Proficient in MS Excel, Outlook, PowerPoint, and Word, as well as web-based applications.

Job Environment:

While performing the duties of this job, the employee is regularly required to sit, stand, reach, and lift. The employee must regularly lift and/or move up to 10 pounds, and occasionally lift and/or move up to 10 pounds. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

ENGHP

The above statements are intended to describe the general nature and level of work being performed by the jobholder and are not to be an exhaustive list of all responsibilities, duties and skills required of the jobholder.