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South Carolina Manufacturing Extension Partnership, Inc.
1301 Gervais Street, Suite 910
Posted: October 12 2016
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The Customer Service Representative (CSR) is responsible for answering and responding to incoming calls, for scheduling inspections and service, and for performing a variety of administrative tasks. As the first person a customer may come in contact with, the CSR is responsible for promoting the highest level of friendliness, helpfulness, professionalism, and efficiency. The Customer Service Representative reports to the Customer Service Manager and does not supervise any employees.
ResponsibilitiesPosition Functions and Duties
Answer all incoming telephone calls in a professional, pleasing manner. Take appropriate action by transferring call, paging desired party, or taking a message.
Develop and maintain good rapport with customers. Ensure high level of customer service is maintained at all times and that all needs are met. Address any concerns/issues/problems immediately and resolve to the extent possible. Defer any open issues to management.
Schedule customers for service or inspections. Provide Sales Professional or Pest Management Professional with scheduling details.
Reschedule customers when necessary and immediately notify Pest Management Professional or Sales Professional of schedule change.
Maintain customer files in an organized, up-to-date manner.
Receive calls from field employees and research any questions. Follow up to provide information needed.
Ensure customer database is up-to-date. Correct customer data as needed to ensure accuracy.
Assist with entering accounts payable and receivable data into computer system.
Research payment histories or information as requested. Verify invoices or payments for accuracy.
Call customers to follow up on past-due invoices. Communicate information to obtain timely payment.
Stay abreast of current industry trends, products, and equipment.
Assist with maintaining office equipment. Notify management of any problems with computers, phones, copiers, or other equipment.
Assist with researching data, making phone calls, and preparing reports, letters, and general correspondence, as needed.
Attend meetings and perform other administrative tasks as required.
Perform all other duties as assigned.
RequirementsExperience, Education, and Skills Required
High school diploma or equivalent required. Previous experience operating a multi-line telephone system required. Previous experience in an administrative customer service position required. Ability to project friendly, warm, helpful, and professional demeanor required.
Excellent verbal communication skills required. Must be flexible, well organized, detail-oriented and able to multi-task. Numerical aptitude and computer proficiency (spreadsheet and word processing) required. Good grammar and ability to communicate clearly and with a smile required. Must possess ability to interact with others in a professional, enthusiastic manner. Must possess ability to operate general office equipment.