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Customer Service Representative - Coleman 4/30 in Peoria, IL at HGS

Date Posted: 3/27/2018

Job Snapshot

Job Description

Must be available for hours : Mon-Fri 8:00am - 6:00pm and Sat 9:00am - 3:00pm

JOB PURPOSE:

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.

Additionally, representatives should be able to proactively recommend products and accessories to consumers based on the product they are calling in about, as well as the items discussed on that call. These product recommendations should translate into a sales attempt on every call.

ORGANIZATIONAL PLACEMENT:

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. Researches answers from tools provided or background knowledge. Analyzes customer's needs or issues and selects course of action from many alternatives.
  4. 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.
  5. Accurately data enters customer data for processing of orders and literature requests.
  6. Maintains performance in accordance with departmental and Company guidelines to ensure the highest level of quality to our clients and their customers.
  7. Performs assigned clerical duties to enhance departmental operations.
  8. Attends on-going training meetings to properly update skills and information.
  9. Able to adapt well to any type of change that may occur on the account, including a fluctuating schedule, a wide variety of call types for a wide variety of brands and services, and other situations which would require immediate adaptability.
  10. Possesses strong persuasive sales skills, with sales experience ideal.

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.

Job Requirements

  • High School Diploma or GED
  • Scheduling flexibility
  • Demonstrated customer service and troubleshooting skills
  • Strong communication skills, both written and verbal
  • Data entry skills
  • Positive work history
  • Strong PC skills
  • Persuasive sales skills

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