DCA Patrol/Customer Service Representative

Customer Service Bonita Springs, Florida


Description

  

JOB SUMMARY

 

The Customer Service Representative is responsible for providing effective customer service for all internal and external customers by using excellent, in-depth knowledge of company products and programs as well as communicating effectively with team members within the customer service department.

This position interviews customers and records interview information into computer for customer service by performing the following duties.

ESSENTIAL DUTIES AND RESPONSIBILITIES

 

  • Talks with customers by phone or in person and receives orders for installation, turn on, discontinuance, or change in service.
  • Fills out contract forms, determines charges for service requested, collects deposits, prepares change of address records, and issues discontinuance orders.
  • Provides timely and accurate information to incoming customer order status and product knowledge requests.
  • Processes customer orders/changes/returns according to established department policies and procedures.
  • Solicits sale of new or additional services
  • Works closely with the credit department to resolve disputed credit items.
  • Problem Solving/Analysis
  • Adjusts complaints concerning billing or service rendered, referring complaints of service failures to designated departments for investigation.
  • Visits customers at their place of residence to investigate conditions preventing completion of service connection orders and to obtain contract and deposit when service is being used without contract.
  • Provides timely feedback to the company regarding service failures or customer concerns.
  • Partners with the sales team to meet and exceed customer’s service expectations.

 

MANAGEMENT AND SUPERVISORY RESPONSIBILITY

 

 

  • Typically reports to Management Direct Supervisor job title(s) Typically include TITLE  
  • Job is directly responsible for managing other employees (e.g., hiring/termination and/pay decisions, performance management. Job title example(s) of employees directly supervised:   

 

 

JOB QUALIFICATIONS

 

KNOWLEDGE REQUIREMENTS

 

  • To perform this job successfully, an individual should have knowledge of Word Processing software; Spreadsheet software; Order processing systems and Contact Management systems.
  • Completes additional tasks and assignments as requested by Customer Service Manager.

 

 

EDUCATION AND EXPERIENCE REQUIREMENTS

 

  • Associate degree (A. A.) or equivalent from two-year college or technical school.
  • Six months to one-year related experience and/or training; or equivalent combination of education and experience.

 

 

 

 

 

 

WORKING CONDITIONS

 

 

  • Regular business hours. Some additional hours may be required.
  • Travel requirements: Domestic: Up to 20%
  • Climate controlled office environment during normal business hours.

 

 

PHYSICAL REQUIREMENTS

 

Sitting

Up to 7 hour(s) a day

Lifting

Up to .5 hour(s) a day, up to 50lbs max. ^

Walking

Up to 2 hour(s) a day

Pushing/ Pulling

Up to .5 hour(s) a day, up to 50lbs max. ^

Standing

Up to 4 hour(s) a day

Climbing

Up to .5 hour(s) a day

Bending/ Squatting/Stooping

Up to 1 hour(s) a day

Stairs

Up to .5 hour(s) a day

Reaching

Up to 2 hour(s) a day

Ladder

Will not apply generally

Balancing

Will not apply generally

Step stool

Will not apply generally

Twisting

Up to 1 hour(s) a day

Excessive heat exposure

Will not apply generally

Crawling

Will not apply generally

Excessive cold exposure

Will not apply generally

Hands in water

Will not apply generally

Dust exposure

Will not apply generally

Kneeling

Up to 1 hour(s) a day

Lound noise exposure

Will not apply generally

Data Entry/Typing

Up to 4 hour(s) a day

Humidity exposure

Will not apply generally

Unusual hearting or vison demands: None Specified

^Other physical demands or notes: Employees should not attempt to lift pull or push a load excess of 50lbs without assistance. Care should always be taken when lifting, punching, or pulling in an awkward position.

 

 

 

DISCLAIMER

The preceding job description has been designed to indicate the general nature of work performed; the level of knowledge and skills typically required; and usual working conditions of this job. It is not designed o contain, or be interpreted as, a comprehensive listing of all requirements or responsibilities that may be requires by employees in the job. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations made to enable individual with disabilities to perform essential functions.

This job description does not imply or cannot be considered as a part of an employment contract. DEX Imaging as an Equal Opportunity Employer.

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