Customer Service; Online and Telephone Sales

Classification: Non-exempt

Department: Sales

Location: Fresno

Reports to: Vice President of Sales and Operations

Compensation: Potential total annual earnings of $42,640 - $60,000 annually; $18 - $24 hourly + incentives

Position Type: Temporary Full-Time

Summary Description: The Customer Service Representative (Online and Telephone Sales) answers phone calls from interested prospects and identifies the customer’s needs; advises customers to successfully use online ordering and payment platforms; advises prospective and current customers by answering questions and addressing concerns related to ordering, deliveries and payments; follows organization standards to maintain quality service and guarantee that customers receive such exceptional service; and perform any other duties that may be assigned.

Representative Duties: The following duties are typical for this classification. Incumbents may not perform all of the listed duties and/or may be required to perform additional or different duties from those set forth below to address business needs and changing business practices.

• Receive a high volume of phone calls, emails and customer orders.
• Resolve any customer issues that arise via phone, email and chat platforms.
• Collaborate with other teams such as IT or web development to address technical issues, improve online user experience and troubleshoot any issues customers may encounter while using online platforms.
• Provide accurate and detailed information about the products and services offered by staying informed of company policies, procedures, and promotions.
• Assist customers with online transactions, order placing, payments, or navigating the site.
• Review placed orders to ensure they meet company requirements.
• Build and maintain relationships with customers to ensure recurrent business.
• Handle objections and address customer concerns effectively and in a timely manner.
• Follow up with customers to ensure satisfaction and address any post sales issues.
• Keep accurate records of customer transactions, sales activities, and transactions.
• Research and gather information about products or services for customers.
• Ask relevant questions to clarify any doubts concerning the products or services.
• Provide accurate and complete information for the customer to facilitate the sales process.
• Make recommendations or suggestions for products to customers.
• Provide necessary contact details and payment information for order processing.
• Check the accuracy of order details and confirm the final purchase.
• Notify the company of any issues or concerns regarding the product, delivery or post sales service.
• Dispatch draft tech support as necessary.
• Provide online support.
• Escalate complex or unresolved issues to the appropriate department or supervisor for further assistance.
• Engage in active listening to understand customer needs and requirements.
• Perform any other duties that may be assigned.

Skills: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions:

• Must possess communication, selling, attention to detail, problem solving, interpersonal, time management, and organizational skills.
• Must be able to multitask.
• Must have excellent interpersonal and problem-solving skills.
• Must have working knowledge of relevant computer software and the ability to adapt to a technological environment.
• Ability to grasp new concepts quickly.
• Ability to consent to and pass a background check and drug screen prior to employment.

Attributes: 

• Ability to handle rejection and stress in soliciting customers.

Other Duties and Responsibilities:

• Comply with all safety policies, practices and procedures. Report all unsafe activities to supervisor and/or Human Resources.
• Participate in proactive team efforts to achieve departmental and company goals.
• Provide leadership to others through example and sharing of knowledge/skill.
• Perform other duties as assigned.

Education/Experience Guidelines: Any combination of education and experience that would likely provide the required knowledge and abilities is qualifying. A typical way to obtain the knowledge and abilities would be:

Education Level:

• High School Diploma

Experience Level:

• Applicants must have prior work experience in a similar role.

Planning/Organization:

• Prioritize tasks
• Handle multiple tasks simultaneously
• Handle multiple projects simultaneously
• Prioritize, organize, and delegate tasks

Physical Demands: The conditions herein are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.

• Standing
• Walking
• Sitting
• Talking
• Hearing/Listening
• Using hands to finger, handle, feel
• Reaching with hands and arms
• Stooping, kneeling, crouching, or crawling
• Lifting up to 50lbs

Working/Environmental Conditions: The conditions herein are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.

• Indoor
• Office
• Bright Lighting
• Adequate Ventilation
• Heated/Air Conditioned

Computer Operation:

• Proficient computer skills including electronic mail, routine database activity, word processing, spreadsheet, graphics, etc.