Employment at Roofers World
Customer Service Representative Position (CSR)
The following job description describes the common responsibilities for the new CSR position at Roofers World
The CSR ensures delivery of excellent customer service through fast and accurate processing of orders, communication, and coordinating with other departments to resolve inquires. First point of customer contact for general inquiries like pricing, products, scheduling etc. Builds and maintain business relationship with clients by providing prompt and accurate service so as to promote customer loyalty.
SUMMARY
Answers phones to respond to orders, general customer inquires, invoice questions, and customer complaints. Projects a highly professional company image through phone interaction.
PRIMARY RESPONSIBILITIES
- Answers phones and responds to customer requests.
- Sells product and places customer orders in computer and CSR software system.
- Provides customers with product and service information.
- Up sells products and services.
- Transfer customer calls to appropriate staff.
- Identifies, research, and resolve customer issues using the computer system.
- Follow-ups on customer inquiries not immediately resolved.
- Completes call logs and reports for all dealings in CSR database.
- Researches billing issues.
- Researches misapplied payments.
- Recognizes, documents and alerts GM’s of trends in customer calls.
- Recommends process improvements.
- Other duties as assigned.
KNOWLEDGE AND SKILL REQUIREMENTS
- Excellent oral and written communication skills in English and ideally a second language (French or Spanish) Basic reading, writing, and arithmetic skills required acquired through a college or high school diploma or equivalent.
- Computer literate with the ability to learn customer service software applications. Duties require professional verbal and written communication skills and the ability to type 30 wpm. Knowledge of CSR programs would be considered an asset
WORKING CONDITIONS
Work is conducted during standard business hours Mon – Friday 8.30 a.m. - 4.30 p.m from our Ottawa head office location. Company benefits include Group Insurance and Group Medicare plan. Vacation is 2 weeks per annum.
CONTACT
Interested candidates should foreword their resume to Alastair Samson by email alastair@roofersworld.com
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