Customer Service Representative

Signal Communications is looking for a customer service representative to join our team in our Woburn office. This person will drive customer satisfaction by fielding inquiries, addressing pain points and maintaining extensive product knowledge.

The ideal candidate has a customer-first mindset and aims to deliver high-quality service in every customer interaction.

DUTIES AND RESPONSIBILITIES:

• Interact with customers to provide and process information in response to inquiries, concerns and requests about products and services.
• Handle all customer communications in a friendly, professional and timely manner
• Manage telephone and email requests for price quotations, purchase orders, order changes, adjustments, and cancellations from customers
• Process orders, return authorizations and other requests
• Review customer purchase orders thoroughly to identify any discrepancies, cross-selling opportunities, etc. to ensure the customer receives what they need and to avoid mistakes
• Achieve and maintain rapport with customers and work to give them the best possible service
• Respond promptly to customer inquiries, problems and complaints
• Direct requests and unresolved issues to appropriate resources
• Assist in monitoring customer accounts to proactively address potential challenges
• Recognize, document, and alert management of trends in customer calls
• Communicate and coordinate with internal departments on behalf of customers’ needs to ensure high customer satisfaction
• Process Daily Invoices
• Perform other duties, to include data entry, purchasing and other clerical functions, as required
• Must follow all company policies, procedures, and protocols
• Any other duties assigned as needed

• Computer literacy required; knowledge of Microsoft Dynamics 365 Business Central considered a plus
• Excellent verbal, written and listening skills supported by strong interpersonal skills and ability to work within a team structure
• Customer/Client Focus
• Performance Management
• Ability to learn and retain product specific information as it pertains to the position
• Professional demeanor, follow-through and attention to detail and accuracy
• Ability to meet challenges in a fast paced environment
• Organized and ability to multi-task
• Position requires a positive attitude that works well under pressure, along with a high degree of professionalism
• Must possess good interpersonal skills
• Good communications skills, both written and oral
• Ability to apply concepts of basic math
• Ability to manage time between two or more projects at one time
• Ability to read and comprehend instructions and procedures
• The ability to apply knowledge and skills to achieve intended results

MINIMUM QUALIFICATIONS:

• High school diploma or equivalent
• Associate degree preferred
• 3+ years customer service experience
• High school diploma or equivalent
• Valid driver’s license
• Due to insurance purposes, must be 25 years or older to be a company sanctioned driver
• Must have a satisfactory motor vehicle report (MVR)
• Satisfactory background check
• The physical ability to immediately respond to emergency situations