Title: Customer Service Representative
Reports to: Finance and Operations Manager
Date: 06/04/2024
Status: Hourly, part-time
Job Function/Purpose:
This position interacts with all departments Company-wide. Continually provides exemplary customer service and customer interaction for all customers, agents and sales personnel.
Key Accountabilities:
- Ensure customer satisfaction and provide professional support while maintaining a positive, empathetic, and professional attitude toward customers at all times.
- Receiving all customer orders for transmission to inventory logistics vendor for fulfillment.
- Keeping records of customer interactions, transactions, comments and e-filing along with order entry data.
- Execute all customer invoicing, delivery receipts for billing and email transmission to customers.
- Answering phone calls and emails, responding promptly to customer inquiries.
- Acknowledging and documenting customer complaints.
- Knowing our products so that you can answer questions.
- Communicating and coordinating with internal colleagues as necessary.
- Providing feedback on the efficiency of the customer service process.
- Daily communication with inventory logistics provider to assure all orders are fulfilled and to proactively troubleshoot any issues.
Other Tasks/Duties/Responsibilities/Expectations
Supervision:
- Reports to Finance and Operations Manager
Supervisory Duties:
Job Qualifications:
1. Knowledge:
- Basic understanding of QuickBooks
- Basic understanding with problem solving
- Highly adaptable to learning new techniques and ideas
2. Skills and Abilities
- Ability to react favorably during occasional stressful interactions
- High level of organization skills
- Ability to handle multiple priorities
- Excellent written and verbal skills as well as listening
- Ability to work under strict deadlines
- High level of accuracy and attention to detail.
- Ability to work fairly independently and research information if needed.
- Highly adaptable in working with a variety of people
3. Education:
- High School degree or equivalent
4. Experience:
- 1-2 years of customer service experience, preferably in Medical Device
Work Environment/Physical Activities
1. Requires prolonged sitting, some bending, stooping and stretching. Requires hand-eye coordination and manual dexterity sufficient to operate a keyboard, photocopier, calculator and other office equipment.
2. Requires eyesight correctable to 20/20 to read numbers, reports, and computer terminals. Requires hearing within normal range for telephone use. Occasional high stress work may require dealing with customers.
3. Must understand vague and implicit instructions and react favorably in all work situations. Must be mentally adaptable and flexible in dealing with a variety of people. Is frequently called upon to handle difficult situations.
4. Must be able to deal with a variety of emotions and frustrations in making business decisions.
5. Must be able to communicate providing verbal feedback in a professional manner. Must be able to analyze causes of interpersonal conflict and resolve complex communication issues (i.e., undefined roles, objectives and information gaps).
6. Must be able to resolve problems, handle conflict and make effective decisions under pressure. Must have a long attention span in order to listen to people, perceive the problems and bring issues to a successful conclusion.
7. Must be able to make effective decisions in manager’s absence.
8. Ability to give, receive and analyze information, formulate work plans, prepare written materials and articulate goals and action plans. Must understand people and be able to communicate effectively with them. Must be able to communicate providing verbal feedback in a professional manner.
9. Ability to do simple math calculations, input data into the computer and analyze data as required.
Material and Equipment Directly Used:
- PC
- MS Office
- QuickBooks
- HubSpot
Job Type: Part-time
Pay: $22.00 - $24.00 per hour
Expected hours: 20 per week
Benefits:
Experience level:
Shift:
Weekly day range:
Work setting:
Education:
- High school or equivalent (Required)
Experience:
- Customer service: 2 years (Required)
Language:
Work Location: Hybrid remote in Boulder, CO 80302