Customer Service Representative

American Excelsior Company•West Chicago, IL

12d•Onsite

About The Position

Provides front-line customer service by handling high volumes of calls and emails, resolving billing and product inquiries, and addressing customer concerns. Supports daily office, clerical, and HR operations, including order processing, payroll assistance, and administrative tasks. Works with customers and internal teams to ensure accurate information, timely follow-up, and effective problem resolution.

Requirements

High school diploma or general education degree; or three years’ related experience and/or training; or equivalent combination of education and experience.
Working knowledge of Microsoft Outlook, Excel, and Word.
Ability to calculate figures and amounts such as discounts and interest.
Fluency in English, both written and oral, is required.
Ability to read and write reports, business correspondence, and customary business documents.
Ability to effectively present information and respond to questions from groups of employees, managers, clients and customers in small or large groups settings.
Working knowledge of Microsoft Outlook, Excel and Word.
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
Ability to analyze and interpret general business or financial reports, professional journals, or technical procedures furnished in written, oral, diagram or schedule form.

Nice To Haves

SyteLine or SalesForce software experience is beneficial.
SyteLine or Sales Force software experience is beneficial.

Responsibilities

Greets customers warmly and determine problem or reason for calling.
Answers large amounts of incoming calls regarding products, billing issues, product problems, and general client concerns.
Assists Office Manager in the daily clerical and Human Resources operations including but not limited to orders/return/credit/invoice/scheduling entry, shipping and receiving, mailing, scanning, and other correspondence, payroll, employee change request forms, benefits questions, performance reviews, and other HR related tasks.
Helps to resolve customer complaints by gathering information, records and performing needed follow up actions.
Examines records such as bills, computer printouts, bills of lading, and related correspondence, and converses with customer and other company personnel such as billing, credit, sales, service, or shipping, to obtain facts regarding customer questions or complaints.
Confers with other supervisory or managerial personnel to recommend changes to avoid recurring customer complaints.
Notifies customer and designated personnel of account status, adjustments and recommendations such as exchange of merchandise, refund of money, credit of customer’s account, or adjustment of customer’s bill.
Other duties as assigned.