CUSTOMER SERVICE REPRESENTATIVE

Customer Service/Inside Sales Essential Duties:


  • Processes orders from the following sources:  Inbound 800#, e-mail, e-commerce, fax, CE courses, tradeshows, OTM's.

  • Handles sales and service needs for both external and internal customers through inbound calls, outbound calls, e-mail, and faxes.

  • Up-sells and cross-sells products successfully to customers during an incoming call.

  • Retains extensive product knowledge and utilize various job aids to provide necessary information to customers.

  • Utilizes computer efficiently to access multiple databases and successfully retrieve information aids for successful service and sales.

  • Relates to a customer in a confident/positive manner in order to effectively service and sell.

  • Handles and administers billing adjustments and order returns/exchanges.

  • Maintains account integrity through new account set-up, account maintenance, customer profiling, and activity entry through various databases and systems.

  • Handles and processes customer service complaints through company complaint system.

  • Conducts outbound calls to follow up on open orders, including those on user, credit and customer hold.

  • Reports complaints in accordance with the complaint handling process.

  • Complies with company and departmental policies and with administrative requirements.

  • Performs other outbound duties as assigned or backup to other ISS teams as needed.


Qualifications/Competencies:


  • Knowledge and use of up-selling and cross-selling techniques.

  • Ability to handle multiple tasks simultaneously.

  • Organizational skills.

  • Problem-solving skills and attention to detail.

  • Proficient sales ability.  I.E. Ability to up-sell and cross-sell

  • Ability to use the headset for the phone.

  • Must be self-motivated and able to work independently and in a team environment.

  • Commitment to be at work on a timely and consistent basis.


Education/Experience:


  • High school diploma minimum; Associate's Degree or equivalent from an accredited college or technical school; 2 years experience and/or training; or equivalent combination of education and experience preferred.

  • Chat experience helpful.




 

  • Apply with Adecco

Reference number US_EN_99_027997_485095