Customer Service Representative (CSR)

Keenfinity•Fairport, NY

18h•$45,000 - $65,000•Onsite

About The Position

Keenfinity is committed to upholding the highest standards for service. Our goal is total customer satisfaction through products, service and support. This role is responsible for developing and maintaining excellent customer relationships, handling various forms of customer contact, and accurately processing customer orders for products and literature. The position involves interfacing and providing customer service to Major Accounts with special requirements, managing special projects, and creating reports as required. The representative will promote consistent and excellent customer relations and loyalty, routinely communicate accurate delivery information, and promptly update customers when changes occur. Responsibilities include responding to customer inquiries in a timely manner, providing pricing, delivery information, order status, and return authorization, and performing error-free order entry and modification. The role also requires acting as a team player, backing up others as needed, and taking initiative to find value-added work when call volume is low. The representative will interface with internal departments on all aspects of customer service, serving as the Voice of the Customer, keeping departmental files up-to-date, and completing special projects as assigned by management.

Requirements

High School Diploma or GED required.
3-5 years of experience in customer service required.
Excellent computer skills and working familiarity with multiple software packages, preferably MS Excel and SAP ERP software packages.
Minimum typing ability of 55 WPM.
Strong verbal and written communication skills, professional telephone etiquette, and the ability to handle stressful situations in an efficient, professional manner.
Sense of team response to satisfy sales goals and assure 100% customer satisfaction.

Nice To Haves

Associate's Degree in Business or related discipline preferred.
Experience in a call center environment is preferred.
Multiple language capability is a plus!

Responsibilities

Developing and maintaining excellent customer relationships.
Handling various forms of customer contact, and accurately processing customer orders for products and literature.
Interfacing and providing customer service to Major Accounts with special requirements, managing special projects, and creating reports as required.
Promoting consistent and excellent customer relations and loyalty.
Routinely communicating accurate delivery information, and promptly updating customers when changes occur.
Responding to customer inquiries in a timely manner through the most appropriate means of communication.
Providing pricing, delivery information, order status, and return authorization to customers as specified by department procedures.
Performing error-free order entry and modification. Following up on orders as needed.
Acting as a team player and effectively backing up others as needed.
Taking initiative to find value-added work when call volume is low.
Interfacing with internal departments on all aspects of customer service; serving as Voice of the Customer.
Keeping departmental files up-to-date per records retention procedures.
Completing special projects as assigned by management.