SALES & SERVICE REPRESENTATIVE

ENGINEERING SERVICES & PRODUCTS C • Dyersville, IA

2d • 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.

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 is required.
• The 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.

Responsibilities

• Answer incoming phone calls, and determine the nature of the inquiry.
• Respond to the inquiry by either A. Relaying the information the customer wants B. Ask probing questions to determine the root of the situation/inquiry C. Referring the customer to a more appropriate source of information.
• Acquire information from one or more of the following sources: A. E10, Order Power and CRM B. ESAPCO catalogs and reference books C. Vendor catalogs and reference books D. A knowledgeable person within the company or the vendor E. An internet source F. An example of the product
• Remain organized to ensure issues are addressed in a timely fashion and customers are updated regularly should the issue not be resolved in one call.
• Remain calm while talking with upset customers. De-escalate the situation by calming the customer and focusing on a resolution to the situation.
• Accurately document inquires or situations on customer accounts.
• Present possible solutions regarding common customer complaints to the Customer Service Manager.
• Follow documented policies and procedures in resolving issues, problems or complaints.

What This Job Offers

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