Customer Service Representative
Company: Health Care Logistics
Location: Grove City
Posted on: February 26, 2021
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Job Description:
Position Title: Customer Service RepresentativeDepartment:
SalesReports To: Sales Operations ManagerClassification: Hourly,
Non ExemptHours: M-F 11:30am-8pmJoin our team and have a successful
growing career with Health Care Logistics!We have a casual and fun
work environment with the necessary tools and resources to help you
build success and growth within the company. Customer satisfaction
is at the heart of everything we do! Excellent work life balance -
never take work home with you!BENEFITS PROGRAMOur benefits are
incredible! We offer a benefits package that includes:* 6 Paid
Holidays* Full time benefits 1st--of the month after 60 days of
employment, including the following:* Medical Insurance: We offer
two medical plan options with low deductibles. Save even more on
your premiums by qualifying for our wellness rates!* Dental
Insurance* VSP Vision Insurance* Flexible Spending Accounts* Paid
time off 7 vacation days and 8 personal days starting at your first
full year of service (Prorated hours are given after 1st--of the
month after 60 days of employment)* 401(k) Retirement including 4%
company match* Company Paid Life Insurance* Voluntary Life
Insurance available for you, your spouse and your children* Company
Paid Short and Long Term Disability Insurances* Extensive
Bereavement Leave Policy* Employee Assistance ProgramsCAREER
PROGRESSION PROGRAMHealth Care Logistics has a Career Progression
Program where Customer Service Representatives can develop
themselves to be promoted into higher responsibility Customer
Service positions.PRIMARY FUNCTIONThe CSR (Customer Service
Representative) is to handle inbound communication to Health Care
Logistics. This includes receiving phone calls, faxes, emails, and
instant messages regarding products, services, customer orders, and
customer concerns. The CSR is responsible for receiving order
information from customers, accurately recording this information,
and processing the information to ensure that their order is
correctly delivered in a timely manner. The CSR also initiates and
implements corrective action as needed to coordinate the handling
of difficult or unique situations in order to ensure that an
excellent standard of service and a high level of customer
satisfaction is maintained. The nature of this position also
requires contact with company staff who support the ordering,
delivery and billing process.ESSENTIAL FUNCTIONSReceive customer
calls, faxes, emails, and instant messages.Receive, process, and
verify the accuracy of orders from customers using company
software.Open accounts for customers by creating new records in
database.Determine charges for services requested, collect deposits
or payments, or arrange for billing.Confer with customers by
telephone to provide information about products, services, or
estimates of shipping costs.Recommend potential products or
services to customers by collecting customer information and
analyzing customer needs.Solicit sales by cross selling and
upselling products to customers, introducing monthly specials, and
providing customers with the opportunity to receive sample
promotional items.Process outbound calls to market product sales
such as sample products, open orders, lead follow up, etc.Keep
records of customer interactions, transactions, and dispositions,
recording details of inquiries, situations, complaints, or
comments, as well as actions taken.Communicate customer needs,
grievances, and situations to the appropriate departments and/or
managers for further investigation.Troubleshoot work-related
problems by sharing new ideas with other team members and
supervisors.Track the disposition of customer deliveries.Initiate
required action for response to customer service requests for order
changes, including the maintenance of order/customer information
files and communicate changes to the appropriate
personnel/departments.Resolve customers' service or billing
complaints by performing activities such as exchanging or returning
merchandise, refunding money, or adjusting bills.Resolve product or
service problems by clarifying the customer's complaint;
determining the cause of the problem; selecting and explaining the
best solution to solve the problem; expediting correction or
adjustment; following up to ensure resolution.Write a hand written
thank you note to customers who order over $1,000 on an
order.Maintain a friendly and positive attitude when communicating
with customers in order to ensure high quality service.Attend
computer and customer process training.Attend team meetings to
discuss departmental issues.Recommend office equipment repairs.Work
safely to prevent on-the-job injuries by following ergonomic
guidelines.Maintain regular and predictable attendance.Perform
other duties as requested.QUALIFICATIONSQualified candidates should
apply if they possess:A minimum of a high school diploma or GED.1-2
years of experience in customer service, sales, retail,
hospitality, or other positions related to the service industry.A
necessary level of skill in reading comprehension to understand and
locate information in work related documents.Strongly developed
capacities in written and oral communication to effectively convey
and receive information to and from others.Acceptable finger
dexterity to perform data entry at a productive rate of speed.The
ability to work well with others to satisfy a client or resolve an
issue.A strong service orientation and knowledge of principles and
processes for providing high levels of customer service.The ability
to effectively handle multiple work tasks
simultaneously.Exceptional time management skills and punctuality.A
practical understanding of electronic equipment, and computer
hardware and software, including Microsoft Office applications as
well as other word processing and communication software.Thorough
knowledge of customer order processing and marketing procedures.A
good understanding of products and product details such as
specifications, uses, and prices.The ability to maintain consistent
and high levels of inbound calls, customer orders, and customer
satisfaction ratings as defined by management.Full time
availability and reliable transportation.PHYSICAL DEMANDS AND
WORKING CONDITIONSThis position requires that an individual is
capable of:Frequently using hands and fingers to reach, handle,
grab, and type.Remaining seated for extended periods.Occasionally
standing, twisting, bending, kneeling, and squatting.Seeing details
at close range (within a few feet of the observer).Communicating
information and ideas clearly so others can understand.Listening
and understanding information and ideas presented through words,
phrases, and sentences.Remaining focused while working in a
moderately distracting and somewhat noisy call center / office
environment (in close proximity of other individuals who are typing
and speaking on the telephone).
Keywords: Health Care Logistics, Columbus , Customer Service Representative, Sales , Grove City, Ohio
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