CUSTOMER SERVICE REPRESENTIVE

Core Responsibilities
• * Deliver exceptional customer service via inbound phone calls and emails
• Live the “Customer First” core value by ensuring customer needs are anticipated, understood, and exceeded
• Escalate customer issues as appropriate with internal resources and ensure closed loop responses or corrective actions are achieved
• Deliver promised follow-up information to meet or exceed customer expectations
• Support inbound lead generation activities via email and webform, ensuring prompt follow-through for prospective customers
• Maintain detailed records of customer interactions in the CRM and develop core business processes to improve customer response times
• Identify customer pain points and assist in developing appropriate responses to improve customer satisfaction
• Foster a culture of accountability, collaboration, and continuous improvement
• Leverage technology, tools, & best practices to improve customer interaction
• Identify and participate in resolving automated or manual call routing issues
• Develop Viking product and service knowledge to resolve common customer issues and improve customer satisfaction
• Other responsibilities as required to support Viking

Work Environment & Physical Demand
• Core business hours Monday – Friday 8 am to 5 pm
• Business casual dress attire
• Manual dexterity with hands/wrists to operate a computer approximately 6-8 hours per day
• Ability to communicate verbally by phone & in person, and in writing via email & MS Office
• Ability to sit and/or stand at a desk approximately 6-8 hours per day
• Ability to bend, stoop, push/pull/lift up to 20 lbs. occasionally during an 8 hour day
• Close vision, distance vision, peripheral vision, depth perception, and ability to work on a computer.
• Work environment is office environment with typical noise such as copier, printer, shredder, voice conversations, background road noise
• Hybrid work environment (scheduled work from home & office) may be available requiring dedicated office space with limited interruptions, high speed internet capable of video streaming, upload & download of documents, & VOIP phone use
• Must be physically able to work in office as required

Knowledge, Skills & Abilities
• High school diploma or equivalent
• At least 1 year experience in customer service
• Experience in the construction or site services industry a plus
• Proven ability to prioritize & advocate for customer needs
• Proficiency in customer service software & tools (CRM systems) preferred
• Proficiency in Microsoft Office Suite
• Exceptional written, verbal, and listening interpersonal & communication skills
• Demonstrated ability to multi-task and organize work
• Ability to resolve basic situations & maintain composure under pressure

Compensation & Benefits
• Annual Compensation based on experience
• Medical, Dental, & Vision Insurance options
• Voluntary Life/AD&D, STD, Accident and Critical Illness options
• Employee Assistance Program
• Matching 401(k) Retirement plan
• Paid time off and 8 paid holidays per year

This summary is intended to be informative only and is subject to change. The specific terms of coverage, exclusions, and benefits will be found in the respective policy handbook or plan documents.

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice.

Viking Fence is committed to creating a diverse environment and is proud to be an equal opportunity employer. Personnel are chosen based on ability without regard to race, color, religion, sex, national origin, genetics, disability, marital status, or sexual orientation in accordance with federal and state law.

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