Customer Service Representative

JOB SUMMARY

Reporting to the Service Center Supervisor this position is responsible for accepting inbound calls to assist the retail installation and merchandising field organizations with a variety of issues. SUPERVISORY RESPONSIBILITIES: None JOB FUNCTIONS: To perform the job successfully, an individual should demonstrate the following competencies:

1. Problem Solving

• Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in-group problem solving situations; Uses reason even when dealing with emotional topics; works well under pressure.

1. Customer Service

• Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.

1. Communication

• Oral Communication: Speaks clearly and persuasively in positive or negative situations; listens and obtains clarification; Responds well to questions; Participates in meetings. Written Communication: Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information; ability to multitasks toggling between multiple forms of communication (email, phone, IM etc.)

1. Personality – Must have outgoing personality with good phone presence. SKILLS AND ABILITIES REQUIRED:
2. Experience in both retail operations and phone support roles are preferred, but not required.
3. Basic computer and typing skills required. PHYSICAL REQUIREMENTS: Usual and customary requirements of administrative personnel as part of an office environment. Alternate sitting and standing as tolerated. Use of a keyboard, mouse, headset, phone, viewing of monitors on a consistent basis.

BENEFITS

Full time (40 plus hours per week) FLSA status: Non-exempt Lisle Office – must be able to physically report into the office at least one time per week, subject to change.

Compensation

$19.25/hour Benefits: Medical, Dental, Vision, Life/AD&D, short and long term disability insurance, FSA (qualified health and dependent care) effective first of the month after 30 days of employment Employee Assistance Program – free and confidential 401k – for new employees, eligible after 12 months of employment, must be at least 21 years of age, employer match 100% on first three percent of employee contributions and additional 50% up to next two percent of employee contributions Vacation: for new employees to accrue ten (10) hours of time per month Floating Holidays (i.

e. personal days) – sixteen (16) hours of time per calendar year (prorated for this year) Illinois Paid Leave for All Workers paid time off (48 hours per calendar year, prorate for this year) – only available to those working in the state of Illinois. Working outside of IL: eligible for up to 48 hours of paid sick time per calendar year (prorated for this year.)

WORKING CONDITIONS: Office environment HYBRID role – must live in IL The above statements are intended to describe the general nature and level of work being performed by people assigned this job. They are not exhaustive lists of all duties, responsibilities, knowledge, skills, abilities and working conditions associated with it.