Customer Service Representative 1
Carlsbad, CA Carlsbad, CA Full-time Full-time $20 an hour $20 an hour 17 hours ago 17 hours ago 17 hours ago
Summary:
The Customer Service Representative 1 (CSR1) processes orders, responds to customer inquiries via phone and email, processes stock adjustments and RAs for merchandise received from customers, sales reps, or company employees by performing the following duties within the scope of Quality and Brand standards.
Hourly rate is $20.
00 per hour.
Location:
Carlsbad, CA - Hybrid (3 days in-office, 2 days remote) 6:
30am-3:
00pm & 8:
00am-4:
30pm Primary
Responsibilities:
Communicates with customers by phone or e-mail and determines the nature of the request.
The CSR1 creates an order (or case record) of the customer issue.
It is then the responsibility of the CSR1 to follow through the customer's issue until it is fully resolved.
This includes both orders and inquiries.
Enters accurate data into computer, including general contact information, sales order or change of address information.
Research via data found in the computer short shipments, mis-shipments and lost shipments and initiates credit memos where applicable.
Accesses computerized data to quote availability of product from inventory levels.
Accesses computerized data to provide lead times for back-ordered products.
Interfaces via email and in person with supervisor to communicate special service needs and customer requests.
Performs clerical support such as filing.
Interfaces via email and phone with Accounting and Operations to ensure general customer satisfaction.
Refers all sales leads, customer requests, and product information requests including pricing to the appropriate Regional Sales Manager.
Provides basic first line technical assistance including common compatibility questions.
Soft sells Nice North America products.
Works closely with Regional Sales Managers to assure prompt attention to all customer matters within each region.
Ensures customer is aware of, and follows, the Return Policy and all other relevant procedures.
Understand, support, and execute all work in the established procedures, methods and working requirements.
Implements and maintains department policies and standards.
Perform any other related duties as required or assigned.
Qualifications:
Associate degree (A.
A.
) or equivalent from two-year College, technical school; or six months to one-year related experience and/or training; or equivalent combination of education and experience.
Must always be able to demonstrate excellent customer service and courtesy skills on telephone.
Knowledge, Skills, and Abilities:
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
Chinese and Spanish a plus.
Advanced written and oral communication skills; detail oriented and strong organizational skills.
Strong ability to adapt to changing priorities, and work with a sense of urgency.
Must be able to maintain attendance with absence less than 5% in any six (6) month period.
Proven ability to multi-task, set project priorities, establish department/discipline goals and objectives.
Computer literacy required, including intermediate Microsoft applications (i.
e.
Excel, Word, PPT, etc.
) Positive attitude, self-motivated and eager to succeed.
Physical Requirements:
Essential functions of this job require the following minimal physical demands.
Reasonable accommodations may be made to enable the individuals with disabilities to perform the essential functions.
Required to sit, talk, or hear; frequently required to use hands to grip or feel; and occasionally required to stand, walk, reach with hands and arms, stoop, kneel, crouch, or crawl.
Vision and depth perception suitable for use of utilizing a computer, printer, phone, and keyboard.
Manual dexterity suitable for use of utilizing a computer.
Sufficient personal mobility and physical reflexes which permits the employee to work in an office setting.
Ability to walk and/or climb 5% of the time comfortably, with or without reasonable accommodation.
Ability to sit at a computer for 90% of the time comfortably, with or without reasonable accommodation.
Light to moderate lifting.
Working Conditions:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Must be comfortable working in an office environment to include moderate noise levels The working area is primarily in an open office setting with reasonable lighting and controlled temperatures.
================================================================================================== As thinkers and creators, we look at the world with an open mind, engaging with the possibilities and broadening our perspective in an inclusive way.
Disclaimer:
The above statements reflect the general details considered necessary to decide the principal functions of the job identified and shall not be construed as a detailed description of all work requirements that may be inherent in the job.
Job incumbents are expected to perform other duties necessary for the effective operation of the position, department, or the business.
.
Estimated Salary: $20 to $28 per hour based on qualifications.
Summary:
The Customer Service Representative 1 (CSR1) processes orders, responds to customer inquiries via phone and email, processes stock adjustments and RAs for merchandise received from customers, sales reps, or company employees by performing the following duties within the scope of Quality and Brand standards.
Hourly rate is $20.
00 per hour.
Location:
Carlsbad, CA - Hybrid (3 days in-office, 2 days remote) 6:
30am-3:
00pm & 8:
00am-4:
30pm Primary
Responsibilities:
Communicates with customers by phone or e-mail and determines the nature of the request.
The CSR1 creates an order (or case record) of the customer issue.
It is then the responsibility of the CSR1 to follow through the customer's issue until it is fully resolved.
This includes both orders and inquiries.
Enters accurate data into computer, including general contact information, sales order or change of address information.
Research via data found in the computer short shipments, mis-shipments and lost shipments and initiates credit memos where applicable.
Accesses computerized data to quote availability of product from inventory levels.
Accesses computerized data to provide lead times for back-ordered products.
Interfaces via email and in person with supervisor to communicate special service needs and customer requests.
Performs clerical support such as filing.
Interfaces via email and phone with Accounting and Operations to ensure general customer satisfaction.
Refers all sales leads, customer requests, and product information requests including pricing to the appropriate Regional Sales Manager.
Provides basic first line technical assistance including common compatibility questions.
Soft sells Nice North America products.
Works closely with Regional Sales Managers to assure prompt attention to all customer matters within each region.
Ensures customer is aware of, and follows, the Return Policy and all other relevant procedures.
Understand, support, and execute all work in the established procedures, methods and working requirements.
Implements and maintains department policies and standards.
Perform any other related duties as required or assigned.
Qualifications:
Associate degree (A.
A.
) or equivalent from two-year College, technical school; or six months to one-year related experience and/or training; or equivalent combination of education and experience.
Must always be able to demonstrate excellent customer service and courtesy skills on telephone.
Knowledge, Skills, and Abilities:
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
Chinese and Spanish a plus.
Advanced written and oral communication skills; detail oriented and strong organizational skills.
Strong ability to adapt to changing priorities, and work with a sense of urgency.
Must be able to maintain attendance with absence less than 5% in any six (6) month period.
Proven ability to multi-task, set project priorities, establish department/discipline goals and objectives.
Computer literacy required, including intermediate Microsoft applications (i.
e.
Excel, Word, PPT, etc.
) Positive attitude, self-motivated and eager to succeed.
Physical Requirements:
Essential functions of this job require the following minimal physical demands.
Reasonable accommodations may be made to enable the individuals with disabilities to perform the essential functions.
Required to sit, talk, or hear; frequently required to use hands to grip or feel; and occasionally required to stand, walk, reach with hands and arms, stoop, kneel, crouch, or crawl.
Vision and depth perception suitable for use of utilizing a computer, printer, phone, and keyboard.
Manual dexterity suitable for use of utilizing a computer.
Sufficient personal mobility and physical reflexes which permits the employee to work in an office setting.
Ability to walk and/or climb 5% of the time comfortably, with or without reasonable accommodation.
Ability to sit at a computer for 90% of the time comfortably, with or without reasonable accommodation.
Light to moderate lifting.
Working Conditions:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Must be comfortable working in an office environment to include moderate noise levels The working area is primarily in an open office setting with reasonable lighting and controlled temperatures.
================================================================================================== As thinkers and creators, we look at the world with an open mind, engaging with the possibilities and broadening our perspective in an inclusive way.
Disclaimer:
The above statements reflect the general details considered necessary to decide the principal functions of the job identified and shall not be construed as a detailed description of all work requirements that may be inherent in the job.
Job incumbents are expected to perform other duties necessary for the effective operation of the position, department, or the business.
.
Estimated Salary: $20 to $28 per hour based on qualifications.
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