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Customer Service Representative - Andersen Vinyl 3/20 in Peoria, IL at HGS

Date Posted: 5/14/2018

Job Snapshot

Job Description

Hours of Operation: Monday to Friday 7:00AM - 6:00PM; Saturday 8:00AM - 3:00PM


Product Specialists positively and professionally respond to customer contacts received from a variety of sources providing complex or technical customer service.� Customer service may include detailed product information, problem identification, needs assessment, and/or sales.� Representatives troubleshoot customer issues, researching answers from a variety of tools and background knowledge, including scripts, actual products, product literature, internet, and computer databases.

Utilize appropriate tools to diagnose issues with products, establish understanding of recommendations, and execute orders for both warranty and non-warranty orders.� Follow up with homeowners whose situations were not completely satisfied in the initial contact.� Potential contacts via phone, email and/or chat are available to meet the needs of our homeowners.


Typically Reports To: Operations Team Leaders

Typical Reports: N/A

Principal Duties and Responsibilities:

  1. Identifies complex or technical problems, assesses needs, or sells products. Diffuses anger, shows empathy, troubleshoots, probes, and engages in active listening.� Occasionally contacts other departments, clients or outside agencies supplying or seeking information.
  2. Responds to customer contacts received via incoming calls, Internet, email or white mail in a professional manner to meet or exceed client expectations.
  3. Uses multitasking skills to assist with above listed correspondences.
  4. Researches answers from tools provided or background knowledge. Analyzes customer's needs or issues and selects course of action from many alternatives.�
  5. Adapts responses to customers with minimal scripting available. Handles a variety of problems, questions, or situations following established criteria. Operates with discretion within defined parameters.
  6. Utilizes methods of critical thinking to assist customers and maintain one call resolution.
  7. Accurately data enters customer data for processing of orders and literature requests.
  8. Maintains performance in accordance with departmental and Company guidelines to ensure the highest level of quality to our clients and their customers.
  9. Performs assigned clerical duties to enhance departmental operations.
  10. Attends on-going training meetings to properly update skills and information.
  11. Utilizes any time not assisting customers to comprehend additional job materials and update themselves on changes to resource databases.
  12. Conducts and interprets measurements to identify parts needed for products.

The above statements are intended to indicate the general nature and level of work being performed by employees within this classification. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of employees assigned to this job. Employees in this job may perform other duties as assigned. In addition to the above, all HGS employees are expected to:

* Promote teamwork and cooperative effort. * Help train and give guidance to other HGS employees. * Maintain a clean, safe, and unobstructed work area, and practice good safety habits. * Provide internal and external customers with the highest quality service.


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