Customer Service Representative

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    "requisitionDescription": "\n    <link href=\"https://static.workforcenow.adp.com/mas/mdf-components/21.51.21/styles/froala_editor.pkgd.min.css\" rel=\"stylesheet\" type=\"text/css\" />\n    <link href=\"https://static.workforcenow.adp.com/mas/mdf-components/21.51.21/styles/froala_style.min.css\" rel=\"stylesheet\" type=\"text/css\" />\n\n    <div class=\"fr-view\">\n      <div><link href=\"https://static.workforcenow.adp.com/mas/mdf-components/21.47.21/styles/froala_editor.pkgd.min.css\" rel=\"stylesheet\" type=\"text/css\"> <div class=\"fr-view\"><p id=\"isPasted\"><strong>JOB SUMMARY: &nbsp;&nbsp;</strong>To build and maintain relationships with all customer through continual communication and resolution of issues. &nbsp;To use customer and company interactions to identify potential changes and improvements that can lead to increased customer satisfaction.</p><p>&nbsp;DUTIES AND RESPONSIBILITIES:</p><ol class=\"decimal_type\"><li><strong>Account Retention and Maintenance</strong><ol class=\"decimal_type\"><li>Respond to customer (internal and external) group e-mails</li><li>Establish profile and guidelines for new customers</li><li>Coordinate and assist other departments with implementation of new and revised account guidelines</li><li>Manage customer issues and disputes to ensure customer satisfaction</li><li>Manage customer profiles to ensure accuracy and understanding</li><li>Maintenance of Customer Information (Logs and other various customer information)&nbsp;</li><li>Reporting (various companies have specific reports to manage for specific to said company)</li></ol></li><li><strong>Dispute resolution</strong><ol class=\"decimal_type\"><li>Mange and resolve all customer disputes and/or complaints through Salesforce, internally</li><li>Maintain accurate log of disputed repairs; concessions</li><li>Prioritize disputes based on age and customer requirements</li><li>Assist in establishing dispute policies and procedures</li></ol></li><li><strong>Customer Issue Prevention and Customer Satisfaction</strong><ol class=\"decimal_type\"><li>Inter-departmental communication to work towards customer satisfaction and improved operations, not including time waiting on customer, vendor, or internal contact</li><li>Suggest procedure changes, computer programming, and training ideas to minimize disputes and contribute to a better customer experience</li><li>Identify common complaints and problems and work towards preventative measures</li></ol></li><li><strong>General Assistance of the Sales Team</strong><ol class=\"decimal_type\"><li>Assist sales team in duties above and beyond items listed above, based on seasonal or specific need</li><li>Willingness to assist in duties outside of the general scope</li></ol></li></ol><p>POSITION REQUIREMENTS (Knowledge, skills, abilities):</p><p>1. &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp;Excellent customer service skills&nbsp;</p><p>2. &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp;Excellent communication skills</p><p>3. &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp;Basic familiarity with MS Office applications</p><p>4. &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp;Familiar with working on a PC</p><p>&nbsp;<strong>QUALITY STANDARDS:</strong></p><p>1. &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp;Respond to all correspondence within 2 days</p><p>2. &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp;Dispute resolution goal is 2 business days</p><p><strong>EDUCATION AND EXPERIENCE REQUIRED:</strong></p><ol><li>High school diploma</li><li>Experience in transportation industry maintenance required</li><li>FYX Fleet dispatch experience preferred</li></ol><p><strong>PHYSICAL DEMANDS &nbsp; &nbsp; &nbsp;</strong></p><ul><li>No extraordinary physical demands are placed on individuals performing this job</li><li>Sitting for a majority of the day while on telephone</li></ul><p><strong>WORK ENVIRONMENT</strong></p><ul><li>Climate controlled office environment</li></ul></div></div>\n    </div>\n  \n",
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