Customer Service Rep I

**Customer Service Representative I**

**P**
**osition**
**R**
**eports**
**T**
**o***:Designated Supervisor or Manager

**P**osition directly supervises**:No one

**Job division**:Customer Experience

**O**
**ver-**
**T**
**ime**
**S**
**tatus***:Non-Exempt

**P**
**urpose**
**O**
**f**
**P**
**osition***:To provide high-quality customer service and serve as liaison between the Company and its customers. Provides assistance will all customers’ requests and inquiries, promotes company products and services, and performs a variety of administrative tasks related to customer service.

**To fulfill this position successfully, an individual must be able to perform each essential function satisfactorily.**

**E**
**ssential**
***
**F**
**unctions***:

- Answers inbound telephone calls from current and potential customers within established service response time.
- Provides administrative support to customers; checks on ship dates, offers information on all products, updates account information, and inputs call notes into the customer management system.
- Promotes company products and services.
- Assists customers in problem solving, planning, development, and execution of stated goals and objectives.
- Researches and resolves simple customer complaints.
- Provides customers, team members, dental technicians, and managers with accurate and complete information in a prompt and articulate manner.
- Serves as a liaison between customer service department and all other internal corporate departments and divisions.
- Complies with customer service policies and procedures including call center operational standards.
- Processes orders and prepares necessary correspondence.
- Provides service and assistance in a friendly and customer-service oriented manner to help ensure customer retention and satisfaction.
- Completes all assigned tasks on customer service representative (CSR) personal and department worklist.
- Maintains consistent professional relationship with Schedulers, Technical Advisors, and Shipping and Production staff.
- Maintains automatic call distribution (ACD) availability to meet department standards.
- Maintains error rate to meet department standards.
- Maintains average call volume within department average; manages preparation time accordingly.
- Establishes positive working relationships with internal and external customers by helping customers feel valued, appreciated, and involved in discussions and decisions.
- Takes personal responsibility for customer service challenges, correcting them quickly and in a positive manner.
- Seeks advice and input from Team Lead or Manager as needed.
- Coordinates and performs a range of department support activities as needed.
- Performs other related duties and projects as business needs require at direction of management.

The preceding functions have been provided as examples of the type of work performed by employees assigned to this job classification. Management reserves the right to add, subtract, or change the job functions.

**Minimum Qualifications**: T**he **requirements listed below are representative of the knowledge, skill, and ability necessary to **successfully **perform **the **essential function**s** **of the position**.**

**Education and Experience**:

- High school diploma or equivalent.
- Previous experience in customer service and/or call center required.
- Dental Lab or Dental Office experience a plus.

**Special Requirements/Certification**:

- Must pass Customer Service Representative Skills test.
- Must pass Phone Skills test.
- Must pass Typing Skills test.

**Communication Skills***:

- Must possess proficient English skills, both written and verbal.
- Must possess effective oral communication and interpersonal skills with ability to deal with all levels of personnel in a professional and effective manner.
- Proven ability to develop strong relationships across multiple functions.
- Ability to create and compose written materials with proper English grammar and punctuation.
- Ability to communicate clearly with employees, management, and team members.
- Ability to convey information in a clear and concise manner.
- Ability to communicate effectively in a multi-cultural business environment.
- Demonstrated active listening skills.
- Ability to provide information in a professional and non-threatening manner.

**Knowledge and Abilities**:

- Must be a self-starter with a strong sense of self-development.
- Demonstrated problem-solving skills and time management skills.
- Demonstrated customer service attitude and approachability.
- Demonstrated approachability and customer service skills.
- Demonstrated reliability, dependability and flexibility in work habits.
- Possess a strong attention to detail and accuracy.
- Possess strong interpersonal skills to provide quality customer service.
- Proficient knowledge of general office procedures and office equipment.
- Proficient skills in the MS Office suite (Excel, Word, PowerPoint, and Ou