CUSTOMER SERVICE REPRESENTATIVE (Administrative)
Core Responsibilities
Deliver exceptional customer service via inbound phone calls and emails Live the Customer First core value by ensuring customer needs are anticipated, understood, and exceededEscalate customer issues as appropriate with internal resources and ensure closed loop responses or corrective actions are achievedDeliver promised follow-up information to meet or exceed customer expectationsSupport inbound lead generation activities via email and webform, ensuring prompt follow-through for prospective customersMaintain detailed records of customer interactions in the CRM and develop core business processes to improve customer response timesIdentify customer pain points and assist in developing appropriate responses to improve customer satisfactionFoster a culture of accountability, collaboration, and continuous improvementLeverage technology, tools, & best practices to improve customer interactionIdentify and participate in resolving automated or manual call routing issuesDevelop Viking product and service knowledge to resolve common customer issues and improve customer satisfactionOther responsibilities as required to support Viking
Work Environment & Physical Demand
Core business hours Monday Friday 8 am to 5 pm
Business casual dress attire
Manual dexterity with hands/wrists to operate a computer approximately 6-8 hours per day
Ability to communicate verbally by phone & in person, and in writing via email & MS Office
Ability to sit and/or stand at a desk approximately 6-8 hours per day
Ability to bend, stoop, push/pull/lift up to 20 lbs. occasionally during an 8 hour day
Close vision, distance vision, peripheral vision, depth perception, and ability to work on a computer.
Work environment is office environment with typical noise such as copier, printer, shredder, voice conversations, background road noise
Hybrid work environment (scheduled work from home & office) may be available requiring dedicated office space with limited interruptions, high speed internet capable of video streaming, upload & download of documents, & VOIP phone use
Must be physically able to work in office as required
