Responsibilities
- Employee processes customer order / request by entering data in CRM. At the end of the call the employee updates customer records, with the purpose and result of the call
- If the customer is absent / unavailable in an outbound call, employee updates customer call log, notes and schedules follow up call for same day with a minimum of three attempts per rescheduled call
- During the finalizing portion of any call, the employee answers customer inquiries, reminds customers of ancillary items, reviews current order, reviews past orders, makes an up-sell attempt(s) of new / additional product and confirms expected delivery dates with customers so that both the Company and the customer agree
- Processes service request that are sent to the field service technician through our customer relationship software, CONA, this alerts field service technician as to which customers they need to schedule a service / repair visit
- Providing internal and external support by executing accurate information in a timely manner (pricing, address / delivery, location, contact information), and digital online ordering customers with password reset, payment, registering, site navigation, and troubleshooting
- Notifying field sales reps of existing accounts that are no longer purchasing products, and also customers of updated delivery route changes via phone call / email
- Maintaining accurate customer contact information, phone number, email address
- Attend meetings as assigned and assist with special projects and events
- Train new hires on systems as requested by supervisor
Requirements :
- High School Diploma (or GED) required
- 1+ years Customer service experience preferred
- Must be able to operate Salesforce software, and Microsoft office
- Must be at least 18 years of age
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