Customer Service Rep

Location
Hagerstown, MD
Posted
Nov 15, 2021
Closes
Dec 01, 2021
Ref
230053202111
Function
Administrative, Other
Industry
Other
Hours
Full Time
Job Summary/Company: The Customer Service Representative provides customer support across applications for a variety of inquiries, billing issues and product/service concerns in a high-volume, fast-paced environment. The Customer Service Representative will be required to effectively multitask by accessing and updating customer records utilizing multiple computer applications, systems and resources. The customer base spans across individuals, medical professionals and students, medical and academic faculty and researchers, and sales representatives who interact with customer service via phone, email, chat and other forms of correspondence.

Working within a supportive team, the Customer Service Representative will take full ownership of a range of issues and manage these through to resolution. This ensures a seamless integration with clients' business processes as we work to efficiently resolve customer issues. Daily activities require liaising with other departments and fully diagnosing problems that have been submitted directly by end users.

Training on the company's wide product range and all tools necessary to implement customer requests will be provided. Ongoing training sessions will be conducted on updates to existing products and new products.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Respond to customer service inquiries that will include such tasks as: Sales team support, general order entry, queries related to orders, online journal orders and access, electronic product line order and access queries, and customer queries regarding web store
• Meet and exceed customer expectations
• Meet and exceed established quality guidelines
• Meet and exceed established attendance policy
• Utilize systems such as SAP and SalesForce to ensure that all enquiries and customer contacts are logged as they occur
• Able to work extended hour shift
• Flexibility to adjust shift hours with advanced notice

OTHER DUTIES
• Work to maintain overall departmental goals and service levels
• Performs other duties as assigned by supervisor
• Cash Receipts support including administration of scanning software ensuring timely accurate daily deposits, file uploads, and image processing for off shore team.

JOB QUALIFICATIONS
Education:
• High School Diploma or GED
Experience:
• 1 - 2 years' experience in a call center environment
• Proficient in MS Outlook, Word, Excel, Access

Desired Experience:
• Project management experience
Other Knowledge, Skills, Abilities or Certifications: (First list requirements, followed by preferences.)
• Ability to work extended hour shift
• Flexibility to adjust shift hours with advanced notice
• Fluent in oral and written English
• Excellent verbal and written communication skills
• Flexible and able to adjust daily routine
• Well organized and able to prioritize a high workload in a team environment
• Patient and helpful under pressure

Preferred or desired knowledge:
• Bi-lingual Spanish ability
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Qualified candidates should send their resume AND call Sparks Group for additional details. Please note, resume must include a valid email address in order to be considered. We look forward to discussing your background, your current job search, and your potential career path with Sparks Group!

Sparks Group is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, pregnancy, citizenship, family status, genetic information, disability, or protect veteran status.

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