Remote
For over 35 years, Peak Technologies has been at the forefront of providing end-to-end enterprise mobility, managed services, printing and mobile data capture solutions for performance-driven organizations focused on the optimization of supply chain and field-based business processes.
JOB SUMMARY & SCOPE
The Customer Service Representative answers phones to respond to orders, general customer inquiries, invoice questions, and customer complaints. It is imperative for this individual to project a professional company image through phone interaction.
KEY ACCOUNTABILITIES
- Answer phones and respond to customer requests.
- Place customer order in computer system.
- Provide customers with product and service information.
- Transfer customer calls to appropriate staff.
- Identify, research, and resolve customer issues using SAP and Outlook.
- Follow up on customer inquiries not immediately resolved.
- Recognize, document, and alert the manager of trends in customer calls.
- Perform 50 customer satisfaction surveys per month.
- Recommend process improvements.
- Other duties as assigned.
- Maintain high level stats.
EDUCATION + EXPERIENCE + KEY TRAITS
- The ability to multi-task in a fast-paced environment
- Experience working in a call center
- Computer literate with the ability to learn customer service software applications
- Verbal and written communication skills
- Ability to be on the phone the majority of the day utilizing a headset
- Reading, writing, and arithmetic skills
- Ability to type 40 wpm
TYPICAL PERFORMANCE TARGETS
- SERVICE DELIVERY: Sustained, measured excellence in project & process delivery
- COST TO SERVE: Sustained, measured excellence in delivery efficiency with expected continuous improvement
- INNOVATION: Step changed delivery in safety, quality, and/or cost
LANGUAGE SKILLS
- Primary language used in daily operations is English. Additional primary company languages include Spanish, French and Dutch.
- Read and interpret documents, procedure manuals and various correspondence from both internal and external
- Speak effectively, both individually and before groups of both external customers and/or various levels of employees within the organization
SUPERVISION
- Role is not responsible for supervising direct or indirect reports
DECISION MAKING + REASONING
- Able to take accountability and responsibility for business target delivery and decision making
WORKING RELATIONSHIPS
- Customer Service Teams
- Internal and external customers
no degree needed
