Customer Service Rep in Downers Grove, IL at STENOGRAPH, LLC

Date Posted: 10/17/2020

Job Snapshot

  • Employee Type:
    Full-Time
  • Experience:
    At least 3 year(s)
  • Date Posted:
    10/17/2020

Job Description

Reports to the Customer Service Manager and receives inbound Customer Service and Operator calls determining destination while ensuring quality, friendly, and prompt responsiveness to maintain a high level of customer satisfaction.  S/he will satisfy external and internal customer concerns resolving issues by clarifying information, correcting billing issues, and tracking shipments using resources within all internal departments and external sources while appropriately documenting in Stenograph data bases.

Specific responsibilities include:

Primary Responsibilities

  • Respond to internal and external customer concerns received via call center, writing, email, social media, etc.  regarding order status, quality of product, billing issues, and company policies.
  • Document all activities, conversations, and commitments regarding customers’ in Navision.
  • Operator duties include routing incoming calls to the appropriate party, process incoming and outgoing mail, and welcoming visitors.
  • Minimize length of calls while efficiently providing quality and friendly service and effectively contributing to telephone coverage for external and internal customers.
  • Process/Audit orders and contracts entered on the Stenograph website and internally.
  • Maintain corporate database(s) with updated information.
  • Ability to understand and interpret customer scenarios, how they impact the database, and how to resolve effectively to best serve the customer and Stenograph.
  • Administrative support for the District Sales Managers’.

 

Financial and Operational Tasks

  • Assist customers by tracking and rerouting shipments through Federal Express, approve returns and issue authorization numbers to customers, assist customers with replacement product(s), identify patterns of frequent returns and replacements.
  • Issue price adjustments and refunds.
  • Understanding of company policy and the ability to communicate to internal and external customers.
  • Database maintenance and corrections.
  • Process credit cards and checks.
  • Apply payments, manage account reconciliations, and collection follow-up.

Team Management

  • Work collaboratively with their direct peers as well as with departments throughout the company.
  • Contribute to team’s success by communicating information verbally and through database.
  • Ability to manage time and the urgency of priorities within their job responsibilities which may be variable depending on the time of day and time of month.

Qualifications

 The candidate will be a high school graduate or equivalent with at least three years of related experience.  S/he will have knowledge of general office practices and procedures, good writing and problem-solving skills, ability to communicate effectively verbally, and the capability to make basic decisions according to established policy.  Ideally have a working knowledge of Microsoft Windows operating system and a thorough knowledge of word processing and spreadsheet software, specifically Microsoft Office Applications.  Experience with ERP and CRM applications.  The candidate must be available to perform these duties within the company’s defined business hours for customer service, currently 8 AM to 4:30 PM CST, which may be subject to change based on company’s directive.