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Customer Service Representative - Infrastructure
Neenah, WI
Job Description
Job Summary
The CSR is responsible for acting as a liaison between customers and NEI Infrastructure. Assisting with complaints, orders, errors, account questions, billing cancelations and other queries.
Essential Functions
Job duties may change over time and additional job functions may become essential. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Aid in addressing customer complaints and resolving problems
- Review purchase agreements for conformity to company terms and conditions
- Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
- Professionally handle incoming requests from customers and ensure that issues are resolved both promptly and thoroughly
- Communicate with other departments and management to resolve problems and expedite work
- Thoroughly and efficiently gather customer information, access and fulfill customer needs, educate the customer where applicable to prevent the need for future contacts and document interactions through contact tracking
- Provide quality service and support in a variety of areas including, but not limited to: quotations, billing, placing orders, logistics and troubleshooting
- Troubleshoot customer issues over the phone
- Maintain a balance between company policy and customer benefit in decision making. Handles issues in the best interest of both customer and company
- Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer’s experience
Expected Areas of Competence (KSAs)
- Highly developed sense of integrity and commitment to customer satisfaction
- Demonstrated passion for excellence with respect to treating and caring for customers
- Ability to communicate clearly and professionally, both verbally and in writing
- Has demonstrated ability to handle complaints and unpleasant customers while remaining calm under pressure
- Has a pleasant, patient and friendly attitude
- Strong decision making and analytical abilities
- Strong detail orientation, organization skills and communication/listening skills
- Willingness to work a flexible schedule and occasional overtime when needed
- Demonstrated strong work ethic and team orientation
This position description is intended to cover the most significant, ongoing job functions and competency areas. Successful performance in the role will require performing satisfactorily other duties as assigned.
Education and Experience Requirements
- 1+ years of Customer relations experience including but not limited to retail, telemarketing, or customer service
- Must have high school diploma or GED equivalent
- Experience with Google (Mail, Drive & Sites) and Microsoft Office preferred
Physical Requirements
Sedentary work. Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body.
The worker must be able to access, analyze and otherwise work with, enter information stored in or obtained through the company's computer system, and to communicate effectively with co-workers and third parties who have business dealings with the company's Human Resources operations.
Travel Requirements
Little to no travel is anticipated with this position
Candidates for positions with NEI, Neenah Foundry Company and its subsidiaries must be legally authorized to work in the United States. Verification of employment eligibility will be required at the time of hire. All offers of employment will be conditioned upon successful completion of a post-offer, pre-hire background check and drug screen. Visa sponsorship is not available for this position.
NEI is an equal opportunity employer and applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, veteran status, disability status or national origin.
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Job Summary
Employment Term and Type
Regular, Full Time
Required Education
High School or Equivalent
Required Experience
1+ years
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