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, RESPONSIBILITIES 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 knowledge insight and information about our products by utilizing tools such as catalog and website. Upsells to Customers as designated. 
• 20%- Interacts with other departments to resolve billing and shipping issues, and other clerical duties as assigned.  Performs special projects as assigned.