Customer Service Representative

Objective The Customer Service Representative serves our customer and client base by providing product and service information and resolving product and service problems. Essential Functions • Answers and screens all incoming calls from our customer and client base and answers questions or forwards call appropriately. • Practices the proper protocols for phone etiquette, escalations, and problem resolutions. • Communicates important information to department managers and the appropriate staff. • Resolves product or service complaints by determining the cause, selecting and explaining the best solution to solve the problem, and following up with the customer to ensure satisfaction is achieved. • Resolve customers' concerns and answer customers' questions to your best ability. • Maintains a positive attitude and calmly responds to customers' complaints. • Works very close with the lab and supervisors to problem solve. • Other duties as needed. Competencies • Communication • Product Knowledge • Problem Solving • Phone Skills • Teamwork Skills • Commercial Awareness • Trustworthiness and Ethics Requirements • High school diploma or GED • Assoicate degree • Quality customer service skills, both verbal and written Physical Requirements • Able to sit for long periods of time • Able to type at least 60 wpm • Able to use the telephone and computer simultaneously