SALES & SERVICE REPRESENTATIVE

Job Overview

The person in this position reports to the Customer Service Manager, and is responsible for accepting, addressing, and resolving customer questions, issues, problems, and complaints.

Essential Duties and Responsibilities:

• Answer incoming phone calls, and determine the nature of the inquiry.
• Respond to the inquiry by either
  • Relaying the information the customer wants
  • Asking probing questions to determine the root of the situation/inquiry
  • Referring the customer to a more appropriate source of information
• Acquire information from one or more of the following sources:
  •   E10, Order Power and CRM
  •  ESAPCO catalogs and reference books
  •  Vendor catalogs and reference books
  •  A knowledgeable person within the company or the vendor
  • An internet source
  • An example of the product
• Remain organized to ensure issues are addressed in a timely fashion and customers are updated regularly should the issue not be resolved in one call. 
• Remain calm while talking with upset customers.
• De-escalate the situation by calming the customer and focusing on a resolution to the situation.
• Accurately document inquires or situations on customer accounts.
• Present possible solutions regarding common customer complaints to the Customer Service Manager.
• Follow documented policies and procedures in resolving issues, problems or complaints.

Competencies                            

To perform the job successfully, an individual should demonstrate the following competencies:

• Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
• Oral Communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; Responds well to questions; Participates in meetings.

• Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents data effectively; Able to read and interpret written information.