Customer Service Representative

City of Lincoln; Upland (CA); On-site; USD 26,000 - 37,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

Life Insurance

EAP

401(k) Match

Paid Vacations

Job summary

City of Lincoln is seeking a Customer Service Representative to act as a liaison, delivering product and service information, addressing inquiries, and resolving issues to ensure customer satisfaction and high service standards.

Essential tasks include handling inquiries via phone/email/chat, providing pricing/policy details, assisting with concrete orders, documenting interactions in the CRM, and maintaining product knowledge. Strong communication and multitasking are required.

Qualifications

• Requires high school diploma or equivalent.
• Experience in customer support or as a CSR.
• Excellent communication and listening skills.

Responsibilities

• Respond to customer inquiries via phone, email, or chat.
• Provide accurate information about products, services, pricing, and policies.
• Assist customers with placing concrete orders.
• Resolve customer concerns and offer solutions.
• Document interactions in the CRM system.
• Maintain knowledge of designs and concrete additives.
• Escalate complex issues to higher-level support or management.
• Track and report recurring customer concerns for service improvements.
• Meet performance targets for response times, satisfaction, and resolution rates.

Skills

Customer support

Active listening

CRM systems

Customer-oriented

Education

High school diploma or equivalent

Tools

CRM software

Job description

• Base Pay $23.00 - $23.00 / Hour

Description:

A Customer Service Representative (CSR) acts as a crucial liaison, delivering essential product and service information, addressing inquiries, and effectively resolving any issues that customer accounts encounter. Their role is vital to ensuring customer satisfaction and maintaining high service standards.

Essential Functions of the Position:

• Respond to customer inquiries via phone, email, or chat.
• Provide accurate information about products, services, pricing, and policies.
• Assist customers with placing concrete orders per company guidelines.
• Resolve customer concerns and offer appropriate solutions.
• Document customer interactions and transactions in the CRM system.
• Maintain knowledge of mixed designs and concrete additives.
• Escalate complex issues to higher-level support or management.
• Track and report recurring customer concerns for service improvements.
• Ensure customer satisfaction through follow-up communication.
• Maintain professionalism in all interactions, even in challenging situations.
• Meet or exceed performance targets for response times, satisfaction, and resolution rates.

Skills and Knowledge:

• Proven experience in customer support or as a Client Service Representative.
• Excellent phone contact handling skills and active listening abilities.
• Familiarity with Customer Relationship Management (CRM) systems and practices.
• A customer-oriented approach with the ability to adapt and respond to a variety of personalities.

Requirements:

• Exceptional communication and presentation skills.
• Ability to multitask, prioritize, and manage time effectively.
• High school diploma or equivalent.

Physical Demands:

• Standing or sitting for extended periods.
• Keyboarding: entering text or data into a computer.
• Gross manipulation (seizing, holding, grasping, turning).
• Occasionally stooping, bending, kneeling, crouching, reaching, and twisting.
• Speaking by phone for extended periods.
• Hearing telephone.
• Lifting, carrying, pushing, and pulling light to moderate amounts of weight up to 50 lbs.
• PPO/HMO Medical Insurance, Dental HMO/PPO, Vision, Basic and Voluntary Life, and Voluntary Accident.
• Employee Assistance Program (EAP).
• 401(k) Retirement Plan - Company match.
• Paid Vacations.

This job description does not imply that the listed duties are the only responsibilities of an employee in this position. Employees may be asked to perform additional tasks as needed to ensure adequate coverage of the workload. Furthermore, employees must follow any job-related instructions and complete any other duties assigned by their supervisor. This job description does not constitute an employment agreement between the employer and the employee and may be modified by the employer as organizational needs and job requirements change.