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Customer Service - Field Support Representative

Company: Mom365, Inc.
Location: Saint Charles
Posted on: June 1, 2021

Job Description:


This position works directly with customers and field employees by email, web chat, and phone to provide customer service by obtaining, analyzing, and verifying the accuracy of the order information in a timely manner. Initiate and/or implement corrective action as needed in order to provide a level of customer service necessary to support defined by company and department goals. The Customer Service Representative, is responsible for having an in-depth knowledge of products and services offered.

Essential Duties and Responsibilities:

  • Immediately build a rapport and establish a good working relationship by answering calls from customers with questions or concerns about their pictures, products or services.
  • Receive, process, and verify the accuracy of orders from customers by utilizing the SAP, and the department procedures.
  • Operate computer systems to research issues, troubleshoot concerns and problem solve for an outcome that meets the customers' needs and department standards.
  • Supports field employees needs via telephone and email regarding supplies, badges, etc. and follows up as needed to maintain positive relations.
  • Coordinates with the lab to ensure the customer's special request for their order are met.
  • Guide other employees through online procedure documentation or system enhancements using SAP.
  • Handle all escalated issues by using defusing skills and one call resolution.
  • Able to research complex customer service issues in order and provide a resolution to the customer.

Other Duties May be Assigned:

  • Perform other duties assigned by management.


To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Minimum Education/Experience:

  • High school diploma or general education degree (GED).
  • Persistent but courteous.
  • Excellent problem solving and customer service skills.
  • Reliable and conscientious.
  • Good organizational skills and work habits.
  • Excellent communication skills.
  • Possess a sales aptitude.

Language Ability:

  • Ability to read and interpret documents such as safety rules, operation instructions, and procedure manuals.
  • Ability to write routine correspondence with correct grammar.
  • Ability to speak effectively before customers over the phone.

Computer Skills:

  • To perform this job successfully, an individual should have knowledge of Word Processing and Excel.

Work Environment:

  • The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
  • The noise level in the work environment is usually moderate.
  • Call Center/Office Environment

Keywords: Mom365, Inc., Saint Charles , Customer Service - Field Support Representative, Other , Saint Charles, Missouri

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