Customer Service Representative – Municipal

Location

Neenah Foundry Company
Neenah, WI

Position Details

Full Time | Regular
This is a salaried position.
Salary Not Specified
Start Date Not Specified

Candidate Requirements

High School Diploma Education
1+ years experience Experience

Job Summary

The CSR is responsible for acting as a liaison between customers and NEI Municipal. Assisting with complaints, orders, errors, account questions, billing cancelations and other queries.

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Functions

Competence

Edu & Exp

Physical

Travel

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

This is not an exhaustive list of duties or functions and may not necessarily comprise all of the "essential functions" for purposes of the ADA. 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.

Competence
  • 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.

Edu & Exp
  • 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

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

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.

Equal Opportunity Employer of Minorities, Females, Protected Veterans, and Individual with Disabilities.