SALES & SERVICE REPRESENTATIVE

ENGINEERING SERVICES & PRODUCTS COMPANY • Dyersville, IA

30d • Onsite

About The Position

The person in this position reports to the Customer Service Manager, and is responsible for accepting, addressing, and resolving customer questions, issues, problems, and complaints. This role requires strong problem-solving, communication, and customer service skills, as well as the ability to use various computer systems and research information effectively. The individual must be able to remain organized, calm, and professional when dealing with customers, especially in difficult situations, and accurately document all interactions.

Requirements

• Knowledge of sales and customer service techniques.
• Ability to communicate with customers under all sorts of conditions.
• Ability to use computer systems to solve problems.
• Ability to communicate effectively verbally and in writing.
• Ability to research problems and discover information.
• Ability to use complex computer systems.
• Skill in appeasing difficult or angry customers.
• High School diploma and 4 years of customer service experience.
• Ability to read and write at a 12th grade level.
• A personality suited to sustained interaction with angry and emotional people.
• Four years of experience in customer service activities.
• Basic math skill required.
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Nice To Haves

• Continuous training in company policies and procedures, company computer systems, and tools and techniques used to facilitate customer service.

Responsibilities

• Accepting, addressing, and resolving customer questions, issues, problems, and complaints.
• Answering incoming phone calls and determining the nature of the inquiry.
• Responding to inquiries by relaying information, asking probing questions, or referring customers to appropriate sources.
• Acquiring information from various sources including E10, Order Power, CRM, ESAPCO catalogs, vendor catalogs, knowledgeable personnel, and internet sources.
• Remaining organized to ensure issues are addressed in a timely fashion and customers are updated regularly.
• Remaining calm and de-escalating situations with upset customers, focusing on resolution.
• Accurately documenting inquiries or situations on customer accounts.
• Presenting possible solutions regarding common customer complaints to the Customer Service Manager.
• Following documented policies and procedures in resolving issues, problems, or complaints.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED
• Number of Employees: 11-50 employees