JOB SUMMARY

A Customer Service Representative primarily interacts with customers over the phone in response to placing orders and ensures quality and accurate Customer service.

EDUCATION: High School Diploma or G.E.D. required

STARTING SALARY: Minimum Wage

GENERAL REQUIREMENTS

  1. Must be 18 years of age or older, or 16 or 17 years of age with a work permit.
  2. Work permit must be obtained immediately.
  3. Must have knowledge of principles and processes for providing customer and personal Services. This includes Customer needs assessment, meeting quality standards for services, and evaluation of Customer satisfaction.
  4. Must have knowledge of arithmetic applications.
  5. Must have knowledge of the English language, including the meaning of words and grammar.

MINIMUM CAPABILITIES

  1. Ability to work at a fast pace.
  2. Ability to partake in various forms of training.
  3. Ability to pass required tests and training assessments.
  4. Ability to read and understand rules and instructions.
  5. Ability to talk and hear accurately.
  6. Ability to sit for long periods of time.
  7. Ability to problem-solve.

ESSENTIAL FUNCTIONS:

  1. Confers with customers by telephone in order to provide information about products and services and to take Orders.
  2. Answers customer questions and concerns regarding Company products and services.
  3. Quotes applicable charges for products and services requested.
  4. Obtains and confirms accurate credit card information (when credit cards are being used as the customer’s form of payment) while keeping information confidential.
  5. Suggestive sells Company products and services.
  6. Verifies customer information for accurate and quick delivery of product and services.
  7. Provides professional Customer service.
  8. Changes and updates customer information as required and per customer request.
  9. Contacts customers to obtain information for customer satisfaction and feedback surveys.
  10. Resolves customer service, product, or billing complaints and inquiries.
  11. Refers unresolved customer grievances to the Call Center General Manager for further investigation.
  12. Arrives promptly to work each scheduled day.
  13. Ensures all Cassano’s policies and procedures are followed.

ADDITIONAL RESPONSIBILITIES

  1. Learns and performs other positions as needed.
  2. Uses professional and proper oral and written communication techniques.
  3. Assists with the training of new hires.

The above statements are intended to describe the general nature and level of work performed by people assigned to this classification. They are not to be construed as an exhaustive list of all job duties performed by the personnel so classified.

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DISCLAIMER:

Cassano's agrees & complies with all statutes that protect people from discrimination on the basis of race, color, religion, sex, national origin, or age and handicap. Cassano's Inc. affirmatively supports equality of opportunity in all areas of employment.

APPLICANTS CERTIFICATION

I hereby authorize Cassano's Inc. to contact references provided by me and to make such other investigations and contacts with such other parties as Cassano's Inc. shall in it's discretion deem helpful in determining whether employment shall be offered, including but not limited to, law enforcement agencies, credit bureaus, co-workers in previous employment, etc., for personal credit and criminal information. I agree that any employment may be subject to my successfully passing a medical and/or drug urinalysis at the discretion of the Company. One of Cassano's recruitment steps is the option to have applicants complete a survey described as an " Attitude Questionnaire." I understand that if I am hired I will be on a 90 day probationary period during which, if I am unable to perform my job duties or otherwise fit into the operation to the satisfaction of the Company or am myself dissatisfied with the job, the Company may terminate my employment or I may resign voluntarily and my personnel file will indicate only "employment terminated by mutual agreement during probationary period." I understand my employment will not be for a fixed period of time and that it can be terminated with or without cause or notice at any time by the Company or employee, without liability to me for wages or salary except what I have earned as of the date of the termination. No representative of the Company other than the Chief Executive Officer or President of Cassano's has any authority to enter into any agreement for any special period of time, or to make any agreement contrary to the foregoing. In signing this application, applicant agrees that all information printed here has been read and understood, and that the information provided by the undersigned is true and complete and that any misrepresentation, falsification or willful omission may be sufficient reason for refusal of employment or dismissal after employment.