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Job Title: Customer Service Representative
Reports To: VP of Sales
Department: Sales & Marketing
Compensation: Hourly
Location: Columbus, Ohio
Travel Required: None
Job Summary
The Customer Relationship Specialist is responsible for developing strong and trusted relationships with customers through timely and accurate communications. Also, for providing a positive customer experience (CX) to all contacts.
Job Description
Duties and responsibilities:
- Engage with customers to clearly understand needs and relay the needs back to BriskHeat
- Develop and preserve relationships by providing outstanding customer support
- Contact potential new customers via phone calls and email communications
- Order entry processing and review assistance; shipping logistics support; post-sales communications
- Help gather application and other data from customers and prospective customers
- Communicate with customer profile contacts to help sell more as well as gather useful data
- Follow up on open sales opportunities and record results in CRM
- Work Closely with Senior Account Manager to assist in the growth of Manager’s sales territory
- Handling a variety of customer service requests and questions via email, telephone and online chat
- Pre-qualify leads for Account Managers; and project quote support as requested
- Validate and qualify new customers, update Customer Profiles as requested
- Resolve customer issues in accurate and timely manner.
- Providing feedback to internal teams which helps improve our business and create an improved CX
- Assist in customer account aging reconciliation
All other duties as assigned for the growth of sales revenue
Preferred Skills:
- Some form of sales/marketing courses or certifications are not required but strongly advised. These include periodic workshops centered on topics like sales techniques, Customer Relationship Management (CRM) utilization, and marketing.
Needed experience & technical knowledge:
- Associates degree preferred. 2+ years in a sales/customer service role
- Ability to work with others in a dynamic team environment filling gaps as necessary
- Customer Service Experience Business to Business
- Strong computer skills and technical knowledge – i.e. MS Office (Word, Excel, PowerPoint)
- Experience using a CRM system, such as Salesforce, to record daily activity and generate reports
- Strong analytical skills with the ability to collect, organize, analyze, and disseminate significant amounts of information with attention to detail and accuracy
- Demonstrable ability to communicate effectively through phone, email, and chat interactions
- Excellent listening and presentation abilities
Ability to learn new products and services quickly
Physical Demands
The physical demands described here and above are representative of those that must be met by an employee to successfully perform the essential functions of the position. Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions of the position.
- The employee must be able to observe details at close range.
- Must be able to convey information in a way that is understood.
- Must be able to remain stationary 75% of the time.
- Constantly operates computer, phone, and other office equipment.
Work Environment
The work environment characteristics described here and above are representative of those that an employee encounters while performing the essential functions of the position. Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions of the position.
Disclaimer
The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this position. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time
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