Customer Service Representative - FastFingerprints

Westlake, OH

Position Summary

The Customer Service Representative will be responsible for managing high call volume, sales and customer service/support for NBCI. This person will be fingerprinting and speaking with customers, establish and/or solidify business relationships to generate fingerprint service business. This person will also provide general support to the office, contact customers about any fingerprinting issues when necessary, assist with departmental follow-ups, and resolve customer issues when necessary. This person will also have excellent communication skills and provide superb customer service to all customers. This person is responsible for maintaining a good rapport with all customers that come into the office.

Position Status: Full-time

Supervision Received: Reports to the Director of Sales Support, NBCI

Supervision Exercised: None

Essential Functions, Duties and Responsibilities:

Customer Service/Communications/Sales

  • Excellent attendance
  • Answer phones promptly and professionally and maintain a helpful demeanor with internal and external clients.
  • Practice and reinforce superior customer service skills in customer interactions on the telephone and in-person.
  • Greet all customers professionally and with a helpful demeanor.
  • Fingerprint and/or drug test all walk-in customers.
  • Contribute to the overall success of FastFingerprints by communicating effectively with management to ensure that company initiatives are followed.
  • Correspond as needed with management to communicate problems, clarify questions and issues.

Processes

  • Stay up-to-date on filing of forms/paperwork/phone calls.
  • Schedule appointments and take payments over the phone.
  • Retrieve calls from voicemail system daily. Ensures that all calls are returned to customers.
  • Ensure daily, weekly and monthly work processes and reporting are done accurately and timely.
  • Assist with researching accounts payables issues.
  • Provide general assistance to all phone callers.

Teamwork

  • Positively promote all goals and objectives of management within the office.
  • Continually seek to improve the sales experience with revised and improved processes.
  • Maintain a positive attitude and work environment, so as to lead by example.
  • Contribute to the overall success of the office by fostering a positive teamwork environment.
  • Continually seek to help FastFingerprints by offering assistance wherever necessary.

Minimum Qualifications:

  • Two or more years of customer service experience
  • Must have excellent attendance habits
  • Must be self-disciplined, have excellent communication skills and a strong work ethic
  • Must be a self-starter
  • Must be able to work in a fast-paced environment

Desired Experience:

  • Associate’s Degree preferred
  • Strong customer service and communication skills
  • Strong Computer skills needed

Other Information:

Candidates must provide references, be able to pass a pre-employment drug screen and a fingerprint-based criminal background check.

Job Type: Full-time