|
|||||
 |
 |
 |
|||
|
||||||||||
|
||||||||||
| Customer Service Representative (CSR) Job Description |
| 1) Receive incoming telephone calls from customers who have questions about Legacy Publishing Company programs. Listen to the caller’s needs and answer their questions accurately in the most efficient time possible. CSR’s may be asked to respond to customers using email, on-line chat, or other technologies. 2) Conduct any necessary customer follow-up which could include, but is not limited to, contacting customers whose credit cards have declined and obtain new information from them. It may also be necessary to contact customers after the line is closed. 3) Document the nature of both incoming and outgoing telephone contact in the Online Call Center (OLCC). Processing technical requests for the customer, including, but not limited to holding payments, creating returns, tracking shipments. 4) Proficient skills in Microsoft Excel, Microsoft Word and Outlook. 5) Forward any calls requiring follow up to a Customer Service Shift Leader or other manager. 6) Adhere to statistical goals and expectations of department. 7) Report any customer suggestions or concerns to Customer Service Shift Leader or other manager for review. 8) Identify customers who may be appropriate candidates to participate in testimonials or other promotional activities for Legacy Publishing programs. With customer’s permission, forward their contact information to the Creative Director. 9) Attend individual supervisions, team meetings, or trainings, as scheduled by the Customer Support Manager. 10) Work will be scheduled by the Customer Support Manager during times that enable coverage of the CS line. This may be during a time of day not usually covered by the CSR. Hours of operation will be posted. 11) Follow the return save process as instructed on every potential return call. 12) Treat every customer with courtesy and respect, in accordance with company ethics policy. 13) Perform other duties as directed by the Customer Support Manager. 14) External and internal applicants, as well as position incumbents who become disabled as defined under the Americans With Disabilities Act, must be able to perform the essential job functions (as listed) either unaided or with the assistance of a reasonable accommodation to be determined by management on a case by case basis. |
|
