Customer Service Representative |
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| Job Description | |
| Document #: CUST SVC-JOB-0003 | Version #: 0.0 |
| Document Owner: R. McQueen | Date of Last Update: 09/15/1998 |
| Written By: R. McQueen | Status: In Development |
General Description | ||
| Summary | The Customer Service representative plays a very important role in the organization and is the primary liaison between the customer and Demo Organization. | |
| Principal Duties |
Responsible for: (1) Properly taking phone orders (2) Submitting orders to Order Entry (3) Handling all customer inquiries (4) Account collection | |
| Authority | The Customer Service representative should fulfill the duties assigned to this position and obtain authorization from management to react to any deviations to standard policy. | |
| Reports Directly to |
Customer Service Supervisor
If engaged in any special projects, would also report to Project Leader. | |
| Departments/Areas: | Customer Service | |
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Requirements | ||
| Working Conditions | General office environment with dedicated PC and telephone head set. | |
| Training/Experience |
Standard Company Policies
Customer Service Policies and Procedures High school equivalent or higher Must have clear, understandable phone presence. Superb problem solving skills. Ability to deal with anxious customers and follow through quickly with problem resolution. | |
| Definitions | CIS ACCT | |
| The CIS computer system accounting form information | ||
| CIS CASM | ||
| The CIS computer system account service manager form | ||
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Performance Guidelines | ||
| Guidelines | Occasionally customer service calls will be monitored in order to access the level of customer satisfaction. The representative must respond to all calls with a polite and pleasant attitude. | |
| Measurements |
Number of calls handled.
100% attendance The representative should have no complaint reports. Superior performance is based on the ability to quickly solve customer problems, submit orders error-free, and having a perfect attendance record. Quarterly bonuses are awarded to representatives with superior performance. | |
| Examples | The customer service representative is expected to handle at minimum 10 calls in one hour. | |
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Records | ||
| Orientation Training | ||
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Retention Period:1 Year
Responsible:Customer Service Manager | ||
| Order Entry Forms | ||
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Retention Period:5 years
Responsible:Customer Service Manager | ||
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Document Control | ||
Revision History | ||
| Ver. 0.0 |
09/15/1998 | |
Contributing Authors | ||
| The following are subject matter experts who contributed to this document: | ||
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R. McQueen
S. Alexander | ||
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