Service Administrator/Dispatch
Position Purpose:
The customer care representative's primary purpose is to communicate with customers either by telephone, e-mail, or face to face to handle service inquires.
Nature & Scope of Position:
25% - Incoming Phone Calls:
Direct requests and unresolved issues to the designated source
Keep records of customer interactions and transactions including inquires, comments, and complaints
25% - Incoming E-mails:
Respond promptly to customer's inquiries
Obtain and evaluate all relevant information to handle product and service inquiries
40% - Data Entry:
Enter detailed notes obtained by phone calls and e-mails into ERP system
Input service requests with required billing and service information
Reassure information is accurate and comprehensive
10% - Customer Updates:
Provide information on existing customer requests by phone, e-mail, and web portals
Communicate and coordinate with internal departments (service, sales, distribution)
Education and Experience
High school diploma, general education degree or equivalent
Knowledge of customer service principles and practices
Knowledge of relevant computer applications (Microsoft Office, Dynamics NAV is a plus)
Ability to type (40
WPM a plus)
Knowledge of administrative procedures
Numeric, oral and written language applications
Key Competencies:
Interpersonal skills
Communication skills - verbal and written
Listening skills
Problem analysis and problem-solving
Attention to detail and accuracy
Data collection and ordering
Customer service orientation
Adaptability
Initiative
Stress tolerance
Estimated Salary: $20 to $28 per hour based on qualifications.
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