Customer Service Specialist Level I

BCSI; Burnsville (MN); On-site; USD 36,000 - 48,000; Full time

Job summary

BCSI in Minnesota seeks a customer service representative to support customers by phone, email, and occasional direct contact, helping with orders and information. You will establish positive relationships to encourage sales and ensure total customer satisfaction, while learning our unique ordering system.

You will handle inquiries, provide order status updates, resolve complaints, and coordinate with other departments to meet customers' requirements and company standards.

Qualifications

• Associate's degree (A. A.) or equivalent from two-year College or technical school; or at least one year related experience.
• Ability to read and interpret documents and respond to inquiries in writing.
• Ability to manage varied tasks in a fast-paced environment.

Responsibilities

• Answer inbound calls with a friendly voice and manage high-volume emails.
• Provide order status, pricing, product availability, artwork, websites and marketing information.
• Resolve customer complaints and communicate tracking status to customers.
• Collaborate with other departments to meet requirements and company standards.

Skills

Customer service

Phone support

Email management

Troubleshooting

Order tracking

Communication

Problem solving

Education

Associate's degree or equivalent

Tools

CRM software

Microsoft Office

Job description

SUMMARY Supports customers primarily by looking up information on a computer and communicating with customers by phone, email, and occasional direct contact. Establishes a positive working relationship with the customer to encourage continued sales by: answering customers' questions; trouble shooting issues customers have with their orders; tracking orders; attending to rush orders; and resolving complaints with the goal of total customer satisfaction. This position requires on-the-job training to learn our unique ordering system.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned. Answers phone with a friendly voice. Effectively manages a high volume of emails. Respond via email to provide answers for customers and sales representatives regarding order status, pricing, product availability, artwork, websites and marketing. Receive incoming customer inquiries and resolve complaints. Communicates tracking status to customers as requested. Follows up on rush orders. Monitors production of orders and customer requests, and communicates with other departments as needed to meet customers' requirements and company standards. ATTENDANCE/PUNCTUALITY You are expected to be reliable and punctual in reporting for scheduled work. In the rare instance when you cannot avoid being late or are unable to work as scheduled, you must notify your supervisor as soon as possible in advance of the anticipated tardiness or absence. Poor attendance and excessive tardiness may lead to disciplinary action, up to and including termination. QUALIFICATIONS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. EDUCATION and/or EXPERIENCE Associate's degree (A. A.) or equivalent from two-year College or technical school; or at least one year related experience and/or training; or equivalent combination of education and experience. LANGUAGE SKILLS Ability to read and interpret documents such as corporate specification manuals and procedure manuals. Ability to respond to common inquiries or complaints from customers both verbally and in writing. MATHEMATICAL SKILLS Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. REASONING ABILITY Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations. Ability to define problems, collect data, establish facts, and draw valid conclusions. PHYSICAL DEMANDS The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit, talk and hear. The employee is occasionally required to stand and walk. Specific vision abilities required by this job include color vision and ability to adjust focus.

WORK ENVIRONMENT The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.