Customer Service Representative

Basic Information

Date posted: 06/06/2022

Location: West Allis, Wisconsin

Posted by: Industries for the Blind and Visually Impaired, Inc.

Salary: $13.00/hr-$15.00/hr

Contact Information

Address

445 S. Curtis Rd.
West Allis, WI. 53214

Phone

414-778-3054

More Details

Qualifications

• High school diploma or equivalent required.
• To perform this job successfully, an individual should have some background in customer service or related field.
• Candidate must be self-motivated and be a self-starter to take on and complete outstanding tasks with little to no supervision. This is a fast-paced environment where representatives are expected to work through several tasks at any given time.
• Strong computer skills are required, more than 95% of job duties are completed using technology. Representatives are exposed to several different types of customer-submitted documentation such as hand-written notes on purchase orders, faxes, scanned images of orders, and pictures. If a user of assistive technology, the representative will need to be able to utilize alternative techniques and self-advocacy if traditional methods of gleaning information do not work. Furthermore, the successful representative must have the ability to work with assistive technology independently
• Portraying a professional image in demeanor and dress is a must.
• Willingness and ability to successfully learn processes for all areas of customer service to include online orders, orders for manufactured products and custom orders. We serve various customer bases and the successful candidate must be able to pivot between these to serve customers daily.
• Follows instructions and pre-established guidelines to perform the functions of the job.
• Must be able to work with limited supervision.
• Must be reliable.
• Able to work in a team environment. Often, our CSR’s must communicate with one another to complete tasks. The successful representative will keep conversations professional, classy, and will not exhibit behaviors that are distracting or otherwise damaging to the collaborative environment.
• Must be comfortable enough to ask for help if something is unclear.
• Must have a positive attitude even and especially when faced with high-stress situations.
• Able to handle and prioritize multiple tasks.
• Able to work under pressure and deadlines.
• Above average typing skills for data entry.
• Must continuously improve to meet metrics and KPI’s developed by management.
• Must be able to stay focused on their tasks even when the surrounding
work area is busy and loud.

Job Description

1. Resolves customer inquiries via phone and email for customers across all business units.
2. Interacts with customers and colleagues with warmth, professionalism, and confidence resulting in an exceptional experience.
3. Assists with placing orders using IBVI’s eCommerce platforms, provides order updates; works closely with the Order Processing team to complete orders and process returns and damage claims
4. Maintains customer accounts as needed.
5. Answers questions knowledgeably related to company policies (return, warranties, ETS, etc.).
6. Works proficiently in various order management platforms to include Oracle and IBVI’s eCommerce platforms.
7. Adheres to standard operating procedures for customer interaction documentation and follow up protocol.
8. Serves as brand ambassador for IBVI.
9. Uses Oracle to enter orders, research purchase orders, purchase requests, inventory, and shipping statuses with very little assistance from supervisors or other departments.
10. Meet performance requirements satisfactorily as key performance indicators (KPI’s) are developed.
11. Provides support to Order Processing team on an as needed basis.
12. Performs all other duties as assigned within a reasonable timeframe