Position Title:

Customer Service Rep.

Functional Area:

Sales

Supervisor's Title:

Customer Service Manager

Basic Function:

Answer customer calls and enter orders for Spa Parts Plus. Assist department with fax order entry, call routing, and proactive customer calls.

Duties/Essential Job Functions:

% of Time

• Answer customer phone calls and take orders for parts in accordance with departmental procedures
• Answer customer calls in an efficient and friendly manner
• Utilize computer and written resources in service to the customer
• Follow written and verbal policies and procedures
• Refer customer to another department or to a specific manufacturer once resources have been exhausted

15%

• Accurately enter phoned/faxed sales orders for equipment and parts
• Insure inventory used is accurately accounted for and billed accordingly
• Communicate with the customer and other departments as necessary to insure orders are completed in a timely manner, charges are accurate and shipments are properly fulfilled

35%

• Proactively ask questions and research information that increases contribution to department productivity
• Study and learn catalog layout
• Attend training that gives a basic operational theory of products sold
• Utilize written and verbal information in service to customers
• Find other avenues for researching information and appropriate times for using it

30%

• Make proactive calls to assigned and listed customers
• Advise customer regarding availability of products and services
• Inform customer of upcoming specials

10%

• Other duties as assigned

10%

Equipment Used:
· Calculator
· Computer
· Fax Machine

Minimum Qualifications:
· Minimum 6 months sales, customer service or marketing experience.
· Typing or keyboard experience.
· Excellent organizational, record keeping (detail oriented) and time management   skills.
· Excellent verbal, written and interpersonal communication skills including a   professional phone demeanor.
· Accurate data entry skills.