Job Description
The CSR/Receptionist provides front-line support in handling all customer interactions. Responsible for answering the phones, dealing with customer inquiries, and processing customer transactions. Responsible for the day to day administrative duties and working with the Service Dispatcher to schedule Service Technicians.
Duties & Responsibilities:
• Provide superior customer service to not only customers/clients but also to contractors, suppliers, and the general public
• Greet walk-in customers and answer in-coming phone calls to fulfill customer needs/expectations
• Receive calls and inquiries from customers and direct them to appropriate staff
• Assist customers in ordering standard parts such as filters and A/C covers; create invoice as appropriate
• Input new customer information into database; ensure database is kept up-to-date
• Document and file all work orders in an organized manner
• Accept and distribute emails on a regular basis
• Co-ordinate incoming and outgoing couriers
• Order, manage, and maintain inventory of all office supplies and office equipment
• Create mailing lists from database and convert to Excel for use
• Attend meetings to record minutes; distribute to attendees as appropriate
• Maintain general knowledge of Ken Philp’s products and services
• Perform other duties as assigned by manager
Education Level/Skills/Abilities
• Minimum Grade 12 education; One (1) year College Program in Administration or Business Management or equivalent in education and/or experience preferred
• Superior written and oral communication skills; ability to communicate with diplomacy and to interact with customers and all levels of management and employees
• Excellent customer service philosophy
• Strong organizational and time management skills; ability to multi-task
• Superior attention to detail / accuracy
• Team player
Computer skills
• Highly proficient in MS Office including Word, Excel, and Outlook
• Comfortable maintaining a Customer database
• Understanding of QuickBooks
Professional Experience
• 1-2 years in a Customer Service / Administrative role
• Industry experience preferred
Travel
None
Physical Effort
• Frequent periods are spent sitting in the same location with some opportunity to move about. Occasionally required to climb up and down stairs/ladders
• Frequent time spent on the phone and working on a computer
Sensory Attention
Regular need to give concentrated attention to computer screen and listening to customers and colleagues
Mental Effort
• There is noticeable pressure from deadlines, interruptions, accuracy, or similar demands
• Unpleasant contact with customers and/or concern about unpleasant situations occasionally arise
