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Customer Service Representative in Peoria, IL at HGS

Date Posted: 4/13/2018

Job Snapshot

Job Description

Must be available for hours : Mon-Sun 7:00am to 7:00pm


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.

Due to the nature of the calls, the representatives must be able to maintain professionalism when discussing environmental issues such as bee colony health and product safety in relation to the environment.


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. Ability to read and understand product labels that are regulated by the EPA.
  10. Ability to distinguish which follow up forms (sent by USPS) to customers as it relates to Proof of Purchase and Damage Claims.
  11. Must be able to use a physical filing system for records dealing with “Call to Discuss” issues and refunds.
  12. Must learn to send out Via email and/or USPS MSDS labels on request
  13. Must be able to troubleshoot and distinguish which product sprayer parts are to be sent to callers on complaint calls
  14. Educate and recommend proper products based on caller’s needs

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
  • Flexible on schedules due to business needs, including Saturday and Sundays through peak season (February – July)
  • Ability to read and understand product labels
  • Basic math skills


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  2. Customer Service Jobs