Job description

CABVI is seeking a Customer Service Representative to lead our customer service representatives to better performance and improve service quality all while assisting the Director of Customer Service in the development and daily management of operations for our customer service.

Responsibilities include:

• Assisting the Director of Customer Service with customer service-related matters and serve as the primary point of contact during absences and vacation.
• Receive and process state, federal and commercial sales orders, provides expertise of product availability and projected delivery as well as respond to customer requests and questions regarding delivery, service, product, or account information in a highly accurate and timely manner.
• Collaborate with fellow agency teams to stay updated on product knowledge needed for accurate assistance to customers as well as assist in monitoring product inventory and reorder levels.
• Engage with the team to organize and assign the different customer service duties to team members to ensure a faster and smoother flow of operation through division of labor.
• Provide real-time support for handling customer interactions and attend to customers that are proving difficult to team members or escalated and resolve their complaints to ensure customer satisfaction.
• Showcase good leadership skills with effective and efficient communication with the Customer Service Representatives. Monitor team and individual goals and drive team to accomplish and exceed them, inspiring and fostering team commitments, innovation, and continuous improvement with measurable results.
• Orchestrate all facets of CRM systems and delivery to government and commercial customers.
• Work with the Director of Customer Service to reduce human touchpoints.
• Initiate and strive towards fully automated CRM processes to improve customer engagement and service satisfaction. Deploy a seamless journey from customer engagement to CRM delivery.
• Support the Director of Customer Service in the training of new hires and/or team members as well as continued development and training to achieve departmental and organizational goals.
• Assist in creation, updates, and maintenance of customer service and sales work procedures, including sales order processing, monthly sales reports, required logs & SOP’s. Implement work procedures that will enhance the organization and departmental service delivery, operating procedures, and standards
• Authorize merchandise tracking, returns, and handles customer inquiries providing customer resolution, which may include refunds/credits, ensuring fairness and customer satisfaction.
• Work with the Business Office to resolve invoicing and payment problems, and with NYSPSP, NIB and Central Industries staff to resolve customer issues.
• Drive new business by supporting new client and project growth as well as the implementation of new business or service offerings.
• Conduct customer satisfaction communication and surveys.
• Assists in developing sales campaigns with product managers/sales team.
• Collaborate with other department teams to improve processes, maximize revenues, and enhance customer loyalty.
• Consistently achieves annual performance objectives.

Requirements Include:

• Must have ability to read, analyze, and interpret general periodicals, business accounts, and technical procedures.
• Must have ability to write reports, business correspondence, and operational procedures.
• Must be able to effectively present information and respond to questions from consumers, CABVI staff, and the public.
• Must have excellent listening and information processing skills.
• Must effectively interact with all staff and management. Strong employee engagement and interpersonal skills required.
• Must be patient and empathetic with the ability to apply social service communications with patience and integrity.
• Must embrace the agency open door policy.

COMPUTER/TECHNICAL SKILLS

• Must have expertise with databases, spreadsheets, and word processing.
• Must be knowledgeable regarding hardware and network concepts.
• Must have excellent statistical and mathematical skills.
• Must be willing to learn new technology.
• Must have experience in Customer Relation Management (CRM) systems, their operations, delivery, results, and analytics.

PHYSICAL DEMANDS

• 80% of job requires sitting and using hands at computer terminal. Frequently required to talk or hear. Frequently required to stand; walk; reach with hands and arms; and stoop, kneel.
• Must occasionally lift and/or move up to 50 pounds. Vision abilities include close vision, color vision, and ability to adjust focus. Reasonable accommodations may be made to enable individuals with disabilities to perform the key job elements.
• Regularly engaged in conversations with employees and will be constantly interrupted with a litany of topics and issues that requires social interaction at a high level.

EDUCATION and/or EXPERIENCE

• Minimum of Associates degree; Bachelors preferred in accounting, business, or related field.
• Must have a minimum 5 years’ experience in a customer service management position and a minimum of 3 years’ experience working in Customer Relationship Management System (CRM).

Benefits:

CABVI offers a generous benefit package along with a family friendly work environment. We offer three health insurance plans to choose from along with dental and vision insurance. A retirement benefit through a 403(b) is offered to include employee and employer contributions. We also have paid time off, paid holidays, employer sponsored life insurance along with many other employee sponsored benefits. Visit us at cabvi.org!

CABVI is an Equal Employment Opportunity employer and welcomes all qualified applicants. Qualified applicants will receive fair and impartial consideration without regard to race, sex, color, religion, national origin, age, disability, veteran status, genetic data or any other legally protected status.

Job Type: Full-time

Pay: $48,000.00 - $52,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible spending account
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 3 years

Shift:

• 8 hour shift

Weekly day range:

• Monday to Friday
• No weekends

Work Location: One location

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