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Position Title: Customer Support Department: Office Reports to Office Manager Employment Status FLSA Status Effective Date ? Temporary ? Full-Time ? Part-Time Non-Exempt The Customer Service Representative is responsible for interfacing with customers in both in-person, phone and e-mail interactions. The Customer Service Representative develops and maintains positive customer relations and coordinates with various functions within the company to ensure customer requests are handled appropriately and in a timely manner. The essential functions include, but are not limited to the following: Portraying a positive company image and engaging in professional and friendly communications with customers Processing service request or work orders by telephone, fax, email, or with other employees Actively listening to customer needs and inquiries to determine appropriate service actions Assisting colleagues and other employees with administrative duties Responsible for answering telephones, handling cashier transactions, scheduling services, and performing other clerical duties Referring any customer questions regarding products or services to the appropriate person Establishing and maintaining customer profiles Maintaining the office inventory and informing the supervisor of stocking needs Performing accurate company-required record-keeping Resolving customer problems, such as a service request, invoicing problems, etc. Informing customers of prices, service dates, anticipated delays and any additional information needed by customer; recording or filing copy of sales and or work orders received Preparing receipts and service documents Performing other duties as assigned High school diploma or general education degree (GED); or one to three months related experience and/or training; or equivalent combination of education and experience Prior experience with the general public (customers) a plus; prior experience as a cashier a plus Ability to accurately process credit cards, post payments and other basic math skills Excellent oral/written communication skills Excellent customer relationship skills Excellent organization skills Ability to multi-task Ability to work in a team environment and take direction from management and supervisors Ability to read and interpret documents such as procedure manuals, work instructions, software manuals Ability to write routine reports and correspondence Computer literacy, including experience with Microsoft Word Excellent customer relationship skills The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions. While performing the duties of this position, the employee is regularly required to talk or hear. The employee frequently is required to use hands or fingers, handle or feel objects, tools, or controls. The employee is occasionally required to stand; walk; sit; reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus. The noise level in the work environment is usually low to moderate. This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbent will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an “at will” relationship. _______________________________ ________________________________ _____________________________________________________ _____________________ _______________________________ ________________________________ _____________________________________________________ _____________________ and complies with


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