Posted: October 10, 2017
Location: Moorpark, CA
Department: Sales

Job Title: P&K Customer Service Representative

PURPOSE OF JOB:

Phillips & Kings is looking for a skilled problem solver to join our team as a Customer Service Representative. We need an enthusiastic individual who can interact with the New Business Develop Team and Customers to onboard new customers through the application process in a timely manner. In addition the CSR will interact with customers on our extensive website via chat to answer questions.  The successful candidate for this role will be highly organized and work well in fast paced environments, have excellent communication skills and be able to multitask and be well-trained in product knowledge that can be critical for offering quick and accurate assistance to customers.

What does a Customer Service Representative do?

The Customer Service Representative assists Customers the successful completion of our application process including accurate completion of the new business application online or in paper form, and in obtaining and receipt of all necessary licensing.  The Customer Service Representative will work with the New Business Development Team and Account Managers to make sure new and existing accounts keep licensing and their application status up to date.  The CSR will also directly interact with new and existing customer via CHAT on our website to answer questions about our company, our products, company processes and to offer unique and innovative solutions to potential issues raised by the customer.

ESSENTIAL DUTIES & RESPONSIBILITIES:

  • Process all new business applications to successful completion
  • Insure all customer applications are up to date
  • Manage license expiration letter process
  • Prepare product or service reports by collecting and analyzing customer information
  • Contribute to team effort by accomplishing related results as needed
  • Manage large amounts of incoming calls and documentation
  • Maintain document security via best practices process
  • Identify and assess customers’ needs to achieve satisfaction
  • Build sustainable relationships of trust through open and interactive communication
  • Provide accurate, valid and complete information by using the right methods/tools
  • Meet personal/team sales targets and call handling quotas
  • Keep records of customer interactions, customer accounts processed and documents
  • Follow communication procedures, guidelines and policies
  • Go the extra mile to engage customers
  • Resolve customer complaints via phone, email, and CHAT
  • Use telephones to reach out to customers and verify and complete account information
  • Greet customers warmly and ascertain problem or reason for calling
  • Advise on company information
  • Answer questions about warranties or terms of sale
  • Utilize computer technology to handle documentation, Chat and high call volumes
  • Compile reports on completed accounts
  • Resolve customer requests and complaints via Chat

SKILLS AND MINIMUM QUALIFICATIONS:

  • Strong phone contact handling skills and active listening
  • Proficient in computer software programs such as MS word, spreadsheet programs, Chat management and database systems
  • Familiar with CRM systems and practices
  • Basic analytical experience
  • Proficient typing skills
  • Data organization and storage knowledge
  • Customer orientation and ability to adapt/respond to different types of characters
  • Excellent communication and presentation skills
  • Ability to swiftly learn, adapt and apply new ideas and concepts
  • BA/BS degree preferred however all equivalent experience in the field will be considered
  • Strong time management: Ability to multi-task, prioritize, schedule and manage time effective

 OTHER REQUIREMENTS:

General office environment, ability to sit for long periods. 

Some travel may be required

 

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

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