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CUSTOMER SERVICEBookmark This
Jacobs Group Management Co., Inc.
Posted: July 06 2016
Company Location: Cleveland, OH
Application Deadline: No Deadline
Position: 32 Full-time, Paid
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DescriptionThe customer service job description gives you a good understanding of the tasks, responsibilities and skills involved in customer service work.
Although customer service jobs vary according to sector, the company and the level of the position the fundamental job requirements remain standard for the customer service function in an organization.
Select the details that apply to your position from this comprehensive job description.
ResponsibilitiesProfessionally handle incoming requests from customers and ensure that issues
are resolved both promptly and thoroughly.
Thoroughly and efficiently gather customer information, access and fulfill
customer needs, educate the customer where applicable to prevent the need for
future contacts and document interactions through contact tracking.
Provide quality service and support in a variety of areas including, but not limited
to: billing, placing print orders, and system troubleshooting.
Troubleshoot customer issues over the phone.
Use automated information systems to analyze the customer’s situation.
Maintain a balance between company policy and customer benefit in decision
making. Handles issues in the best interest of both customer and company.
Continuously evaluate and identify opportunities to drive process improvements
that positively impact the customer’s experience.
Responsible for compiling and generating reports as they relate to customer
The customer service representative will provide information to customers in response to
inquiries about products and services, in addition to assisting individuals interested in opening
accounts. The representative will receive, review and process orders for printed marketing
materials. The representative will also explain how to use account features and solve customer
application and Internet problems. The customer service representative will receive, document
and resolve customer complaints.
Highly developed sense of integrity and commitment to customer satisfaction.
Demonstrated passion for excellence with respect to treating and caring for
Ability to communicate clearly and professionally, both verbally and in writing.
Has "thick skin" and is able to handle complaints and unpleasant customers.
Has a pleasant, patient and friendly attitude.
Strong decision making and analytical abilities.
Strong detail orientation and communication/listening skills.
Willingness to work a flexible schedule and occasional overtime when needed.
Possess a strong work ethic and team player mentality.
1+ years of experience in a customer service or help desk capacity required. Some experience
with multiline telephones, online ticketing systems, and personal computers helpful. Knowledge
of technical support issues related to Internet connectivity and PC troubleshooting experience a
plus. Experience with Internet Explorer, Microsoft Office, and Adobe Photoshop preferred.