Customer Communications Associate

Western States Equipment•Meridian, ID

4h•Onsite

About The Position

Western State’s culture is based on passion for its Vision and VALUES, with a strong commitment to SAFETY, EXCELLENCE, INTEGRITY, People and TEAMWORK, ACCOUNTABILITY, and INNOVATION. The Customer Communications Associate functions as the first point of communication contact for Western States’ customers, ensuring world-class customer care. This involves answering incoming calls, providing information about products and services, directing calls to appropriate departments or employees, and relaying messages. The role also includes obtaining details of customer issues and complaints, ensuring they are handled by the appropriate party, following up on resolutions, and escalating non-standard or difficult calls to the Customer Communication Supervisor. The associate is responsible for keeping records of customer interactions and transactions, meeting or exceeding customer care and quality standards, and performing clerical duties such as data entry, typing, and customer follow-up. Adherence to all customer care standards and applicable safety policies is required, and the associate may participate in training and support strategic programs.

Requirements

Ability to develop and maintain effective working relationships with others.
Knowledge and use of all Microsoft computer products (Word, Excel, Outlook) or other comparable systems.
Knowledge and use of multi-line telecommunications systems.
Excellent listening and verbal communication skills.
Ability to remain calm and de-escalate conflict.
Ability to use logic and reasoning to problem solve and provide excellent customer care.
Proof of high school diploma or General Education Degree (GED).
Must be able to communicate (speak, read, comprehend, write in English).

Nice To Haves

Minimum six months equivalent experience using a multi-line telecommunication system to provide world class customer service to external and internal customers preferred.

Responsibilities

Functions as first point of communication contact for Western States’ customers insuring world class customer care.
Answers incoming calls within 3 rings, determines nature of inquiry, provides information about products and services as appropriate, directs calls to appropriate department or employee, and relays and routes messages as necessary.
Operates multi-line telecommunications system and answers calls in a timely and professional manner.
Obtains details of customer issues and/or complaints as needed. Insure customer’s issues are handled by appropriate party.
Follows up on resolution as appropriate.
Escalates non standard or difficult calls to the Customer Communication Supervisor as needed.
Keeps records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.
Meets or exceeds customer care and quality standards.
Performs clerical duties as needed and assigned such as data entry, typing, customer follow up, etc.
Adheres to all customer care standards.
Actively cares and advocates safety at Western States. Adheres to all applicable safety policies, procedures and standards.
May accomplish training and serve as a team member in support of Western States’ strategic programs, projects, and initiatives.
Works within and promotes corporate vision, mission, and values of the organization.
Performs other duties as assigned.