Customer Sales Representative II

Automatic Data Processing, Inc.; Spokane Valley (WA); On-site; USD 40,000 - 50,000; Full time

Benefits offered by this job

Paid Time Off

Comprehensive Insurance Coverage

Company-Paid Protection

Retirement Savings

Job summary

Automatic Data Processing, Inc. seeks a Customer Sales Representative II to handle calls, chats, and emails, resolving order discrepancies and shipping issues while focusing on retention and satisfaction. You will collaborate with sales teams and warehouse staff to ensure smooth customer experiences.

The role demands strong communication, multitasking, and problem-solving abilities, with a goal of world-class service and timely resolution across channels in a fast-paced environment.

Qualifications

• Two years prior call center or customer service experience.
• Excellent written and verbal communication skills.
• Ability to type 40+ words per minute.
• Basic computer literacy.

Responsibilities

• Answer inbound customer service phone calls.
• Correspond with customers via email and live chat sessions.
• Achieve call center metric targets and customer satisfaction objectives.
• Perform advanced CSR functions.
• Identify, research, and resolve complex, routine, and non-routine customer issues using creative problem-solving and quick decision making.
• Recognize and act on opportunities for additional sales.
• Troubleshoot and resolve order discrepancies.
• Collaborate with warehouse personnel to resolve shipping conflicts.
• Partner with the outside sales team on customer satisfaction issues.
• Promote a culture focused on world-class customer service.

Skills

Customer service

Call center experience

Communication skills

Typing 40+ WPM

Education

High School Diploma or GED

Tools

CRM software

Job description

The Customer Sales Representative II position communicates with customers via telephone, live chat, and email to assist with ordering products, resolving conflicts with order discrepancies & shipping issues, and general problem solving with a specific focus on customer retention and satisfaction.

ESSENTIAL FUNCTIONS

• Answer inbound customer service phone calls
• Correspond with customers via email and live chat sessions
• Achieve call center metric targets and customer satisfaction objectives
• Perform advanced CSR functions
• Identify, research, and resolve complex, routine, and non-routine customer issues using creative problem-solving and quick decision making
• Recognize and act on opportunities for additional sales
• Troubleshoot and resolve order discrepancies
• Collaborate with warehouse personnel to resolve shipping conflicts
• Partner with the outside sales team on customer satisfaction issues
• Promote a culture that is focused on world-class customer service through building customer trust and taking ownership of all customer issues

SECONDARY FUNCTIONS

• Facilitate new hire training and new hire integration
• Recognize and document trends in customer queries and relay them to supervisors
• Establish and maintain customer relationships by handling problems with concern, speed, and professionalism
• Direct customers to appropriate resources
• Recommend process improvements
• Prioritize daily tasks and demands with flexibility
• Work as a team player and support the needs of the organization
• Engage in continuous self-training to expand product knowledge
• Other duties as assigned by management

EXPERIENCE REQUIREMENTS

• Skilled at balancing multiple priorities
• Ability to work under pressure
• Minimum high school diploma or GED
• Positive, customer oriented, service attitude
• Two years prior call center or customer service experience
• Excellent written and verbal communication skills
• Ability to type 40+ words per minute
• Basic computer literacy
• Experience with appliance parts or major home appliances preferred

PHYSICAL REQUIREMENTS

The physical demands described here are representative of those that must be met by an employee to successfull y perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Must have regular, consistent, and predictable attendance
• Ability to utilize office equipment/computers, including regularly repeating the same movements when entering data
• Work collaboratively in a team environment
• Remain in stationary position, often standing or sitting for prolonged periods
• Regularly use hands and fingers to handle, control or feel objects tools or controls
• Communicate with others to exchange information
• Regularly speak clearly so listeners can understand
• Regularly understand the speech of another person
• Frequently focus on one source of sound and ignore others
• Frequently hear sounds and recognize the difference between them

Benefits for Full-Time Employees Include:

Paid Time Off: Paid vacation and sick time.

Comprehensive Insurance Coverage: Medical, dental, and vision insurance available.

Company-Paid Protection: Disability and life insurance.

Retirement Savings: Employees over 18 are eligible for our 401(k) plan.