Job Description

Inbound Call Center Customer Service Representative

As an Inbound Call Center Customer Service Representative, you will interact with customers and internal employees to answer questions about their accounts. You should enjoy building relationships and assisting customers. You must have exceptional, genuine customer service skills, as well as strong computer proficiency and effective problem-solving abilities.

This role sits out of our Denver, CO office Monday through Thursday and works remotely on Fridays. Hours for this role are 7:30am-4pm MT Monday through Friday.

Areas That Play To Your Strengths

All the responsibilities we'll trust you with:

• Professionally answers incoming calls from customers and field personnel.
• Identifies and evaluates customers' needs and routes calls appropriately.
• Builds and maintains customer relationships through consistent and timely communication.
• Provides accurate, complete, and reliable information using appropriate methods and tools.
• Handles customer complaints and offers practical solutions and alternatives in a timely manner.
• All customer communications and statuses are documented accurately and completely.
• Follows up and provides status updates on outstanding email and voicemail items.
• Provides invoices to customers as required or upon request.
• Coordinates deliveries when a customer is out of product.
• Coordinates with field sales regarding customer needs, payment commitments, and related matters.
• Identifies field process issues that may delay payment and reports these occurrences to management.
• Support the Collections team by:
• Communicating account balances to customers and field personnel
• Preparing independent account summaries
• Collaborating with other departments and colleagues to maintain strong working relationships
• Ensure that independent customers comply with established credit and payment terms; place accounts on service hold when necessary and restore terms once accounts are current.
• Uphold all policies and standards to promote optimal business performance and best practices.

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