Job Description - Customer Service Agent

Part 1

Job Description

Job Title: Customer Service Agent

Position Title: Customer Service Representative

Reports to: Customer Service Department

Wkly Hrs: 40 hours / week

Department: Human Resources

Date: August 26, 2012

Position Overview:

A customer service representative interacts the organization's customers to provide them with information to address inquiries regarding products and services. In addition, they deal with and help resolve any customer complaints. For instance, a customer representative may assist you in opening an account or help you to resolve a problem if you cannot access your account or if your order never arrived. Usually, customer service representatives gather their information via a telephone call. Customer inquiries often involve some form of complaint that the customer service representative must handle in accordance with the company's guidelines and policies. Sometimes, the representatives may attempt to solve the problems or at least propose some solutions. Some representatives may also be authorized to send customers their replacement products or reverse erroneous fees. Others may function like gatekeepers or liaisons, getting information on the problem and passing it along to someone else to solve. Customer service representatives must make sure first that the complaints made are valid and must do whatever they can--within the bounds of their authority--to make sure the customer is satisfied when he hangs up the phone. Selling the company's products and services may be part of a customer service agent or representatives job, even though he or she may not be part of the sales division. Some representatives may provide product or service information to assist customers in making a decision about a product to buy. Customer service agents or representatives may also help generate sales leads. For instance, after addressing a customer's inquiry, the representative may attempt to sell them some new products upgrades. The job of a customer service representative may also involve clerical responsibilities. Such duties may involve answering telephone calls and making the appropriate transfers. Other duties include processing new client accounts, maintaining customer accounts, implementing changes to existing accounts, and filing documents and other paperwork.

Principal Duties and Responsibilities (Essential Functions**):

1. Customer service agents (CSA) and representatives (CSR) interact with customers and provide information about products. Will serve as the liaison between the seller and buyer.

2. Research answers, analyze product or service related information, or solutions as needed.

3. Modes of communications with customers will be in a variety of ways: telephone, fax, live chat, /video teleconference, and email. Agents and representatives who interact with customers must have exceptional listening and communications skills to better understand their needs and concerns in order to resolve the issue efficiently and effectively as possible.

4. Resolves 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.

5. Provides real time information on all products and respond to questions and complaints in a timely, friendly, and professional manner.

6. Recommends potential products or services to management by collecting customer information and analyzing customer needs.

7. Contributes to team effort by accomplishing related results as needed.

8. Prepares product or service reports by collecting and analyzing customer information.

9. Opens customer accounts by recording account information. Take orders and process returns.

10. Maintains customer records by updating account information. Record details of buyer and seller contacts and actions taken by both parties.

11. Maintains financial accounts by processing customer adjustments. Review or make changes to accounts.

12. When addressing customer issues, customer service agents and representatives need to analyze situations,