Job Summary

This position is accountable for providing Haffner’s customers with an outstanding, positive customer experience.

Specific Responsibilities:

• Provide outstanding, positive customer service to Haffner’s customers via telephone, email, and lobby visits.
• Answer initial and follow up calls from customers who have delivery, service, and technical support issues, with the ability to take full ownership of the issue from start to finish.
• Responds to inquiries by utilizing approved scripting and established SOPs to research and clarify desired information. Provides follow up when escalation or alternative solutions are required.
• Develop new business opportunities with existing customers by promoting company products and services.
• Maintains required documentation for new and existing customers.
• Input data/call documentation/notes into the company computer platform (i.e. Cargas) at the time of the interaction to keep each customer record updated.
• The ability to deal with the demand of fast paced and high-volume operation.
• Adheres to schedules and work time availability guidelines set forth by management.
• Supports Finance Department by making accounts receivable calls and processing statements.
• Performs other related duties, or duties that maximize the individual’s knowledge and contributions, at the discretion of the Customer Service Manager and Customer Service Site/Team Lead.

Leadership, Education and Training Requirements:

• Absolute commitment to customer satisfaction, including timely issue resolution and proactive customer outreach.
• Concise, effective verbal and written communications skills, with strong conflict resolution abilities and the ability to empathize with customers.
• Ability to excel both individually and as part of a larger team.
• Capability to execute tactically by organizing multiple processes, and prioritizing duties, in a multitasking and rapidly changing work environment.
• Willingness to participate in mandatory training sessions that grow product knowledge and promote stronger customer satisfaction.

Technical Requirements:

• Prior customer service experience, particularly in a high-volume environment, preferred.
• For certain offices, availability to work varied shifts at peak times, including evenings and weekends.
• Proficient in MS Excel, Outlook, PowerPoint, and Word, as well as web-based applications.

ENGLP