Customer Service Representative

Location: Birmingham, AL

Job Type: Full-time, Hourly

Reports To: President

Schedule: Monday through Friday, 8:00AM to 5:00PM

Job Description:

We are seeking an experienced and highly motivated Customer Service Representative to join our team. The ideal candidate will handle inbound and outbound calls, provide product/service information, resolve customer issues, and ensure a seamless customer experience. Your goal will be to assist customers efficiently, ensuring satisfaction and retention. You responsible for processing product orders  by mail, telephone, fax, or e-mail or from customers or company employees. Our Customer Service Representative will follow communication scripts and standard operating procedures (SOPs) to handle different customer scenarios.

Key Responsibilities:

• Familiar with products and can answer commonly asked questions
• Maintains customer name and address database, adding in new customer accounts and practice accounts, including practice portals
• Enters accurate orders, provides invoice as needed
• Able to track orders via UPS or USPS if customers enquire
• Keeps in close communication with the Warehouse Supervisor for order queries, cancellation requests, backlogs
• Assists sales representatives in setting up accounts or processing orders as needed
• Works on auto shipment program, upselling customers when possible. Tries to avoid cancellation by putting out future ship date when possible
• Advises customers if the order is close to the current dollar discount and inquires if they would like to take advantage of the discount by adding on to the order
• Creates sample packets so Warehouse has plenty on-hand for practice requests Helps to label products in preparation for shipment
• Deals with all callers in a professional manner, forwarding complaints or difficult calls to a supervisor
• Submits all product complaints in writing to the President
• Alerts the President immediately with details of computer errors, or business matters which may affect production such as faulty equipment or phones
• Compiles statistics and prepares various reports for management as needed
• Keeps all filing up to date for checks and W-9s from practices.
• As necessary, cross trained on other duties such as making portal pads, booklet binding, warehouse duties

Key Requirements:

• 1-3 years in a call center environment, focused on customer service and support
• Critical thinker with excellent analytical skills and strong problem-solving ability who can manage multiple projects simultaneously and thrives in a fast moving, hands-on environment
• High School Diploma or equivalent
• Microsoft Suite proficiency
• Experience with CRM applications
• Exceptional interpersonal and communication skills, including writing, speaking and active listening
• High energy level, positive, and enthusiastic
• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
• While performing the duties of this job, the employee is regularly required to talk, hear, type and perform repetitive motions. You may be required to walk, use hands or fingers, handle or feel, reach with hands and arms, and lifting objects no more than 20 pounds.

Preferred Education and Experience:

• Associates or Bachelor’s degree

Please note that this job description is not designed to cover or contain comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may have changed at any time or without notice. The ideal candidate should be flexible, possess excellent communication skills, and be able to complete daily responsibilities with limited supervision. Ideally, this person can hit the ground running, will make an immediate impact, and is interested in an extended, multi-year role where they can make a significant contribution to the growth and success of Lunovus LLC.

Equal Opportunity Employer

Lunovus LLC. is an equal opportunity employer. Lunovus LLC is committed to providing equal employment opportunity for all persons regardless of race, color, religion, sex, age, marital status, national origin, sexual orientation or sexual identity, genetic information, citizen status (except those that do not have the legal right to be employed in the United States), disability, military service, service member, veteran status, or any other basis protected by applicable law. Applicants must be authorized to work in the United States. As part of the selection process this role may require an assessment and professional references to determine suitability. An offer may be subject to financial and criminal background checks.

In addition to the responsibilities listed above, individuals may perform other duties assigned. It is vital to regularly encourage, motivate and learn from each other. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.