Customer Service Representative - Doral, United States - Water-Land Manufacturing & Supply LLC - Continent

Description

Job Title:
Customer Service Representative


Department:
MFG-Supply


Reports to:
Customer Service Manager


Job Summary:

A Customer Service Representative (CSR) plays a crucial role in serving as a liaison between a company and its customers.

They are typically the first point of contact for customers seeking assistance, information, or resolution to their issues.

The specific responsibilities and job overview for a CSR may vary depending on the industry, company, and the nature of the products or services they provide.

Primary Duties & Responsibilities:

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Product/Service Knowledge: They need to have a deep understanding of the company's products or services to effectively answer customer inquiries, provide product information, and assist with technical issues.
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Problem Resolution: CSRs are responsible for addressing customer concerns, complaints, and issues. This may involve troubleshooting problems, resolving billing discrepancies, or providing solutions to technical difficulties.
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Order Processing: Some CSRs may be responsible for processing customer orders, returns, or exchanges, ensuring accuracy and efficiency in the process.
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Documentation: Keeping detailed records of customer interactions, inquiries, complaints, and resolutions is essential for maintaining a record of customer history and for quality control purposes.
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Customer Education: They may educate customers on how to use products or services effectively, provide instructions, and offer guidance.
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Complaint Handling: Dealing with irate or dissatisfied customers in a professional and empathetic manner, working to find solutions and de-escalate conflicts.
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Feedback Collection: Gathering customer feedback and providing it to management for product or service improvement.
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Adherence to Policies and Procedures: CSRs must adhere to company policies, procedures, and guidelines while assisting customers.
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Team Collaboration: Collaborating with other departments, such as technical support, sales, and billing, to resolve complex customer issues.
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Maintaining Professionalism: Maintaining a professional and friendly demeanor while interacting with customers, regardless of the nature of the inquiry or complaint.

The primary goal of a Customer Service Representative is to ensure a positive customer experience by aiding, resolving issues, and maintaining a professional and helpful attitude throughout their interactions.

The role is critical in maintaining customer satisfaction and loyalty, which in turn can contribute to a company's success.