Main Responsibilities and Required Skills for Service Representative

A service representative's main task is to take calls from clients who have queries regarding items or services they have purchased. They also help consumers place orders for extra items or services, as well as resolve any problems that emerge throughout their interactions with a business. In this blog post we describe the primary responsibilities and the most in-demand hard and soft skills for Service Representatives.

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Main Responsibilities of Service Representative

The following list describes the typical responsibilities of a Service Representative:

Achieve

Achieve agreed budgets, focused on sales growth.
Achieve individual performance goals as it relates to call center objectives.

Adhere

Adhere to compliance policies, practices and procedures when carrying out transactions.
Adhere to ISO9001 Customer Service Procedures and Work Instructions.

Advise

Advise customers on use and care of products.
Advise patient of all financial obligations.

Answer

Answer all inbound calls in a friendly, inviting manner.
Answer client inquiries by phone, e-mail and in-person.
Answer customer's questions about product quotes, prices, availability and credit terms.
Answer inbound calls and route appropriately.
Answer Inbound calls, Respond to Emails and Create Tickets in Remedy.
Answer incoming calls providing exceptional customer service.
Answer incoming phone inquiries promptly and professionally, returning phone calls the same day.
Answer member inquiries promptly and accurately whether received in person by phone or mail.
Answer phones and attend customer queries very proficiently.
Answer phones to respond to orders.
Answer prospective residents' questions about amenities, availability, etc..
Answer, document and monitor call center calls, emails and transactions.
Answer software inquiries relating to product selection and updates.
Answer telephones and directs the caller to the appropriate associate.
Answer telephone calls in a timely manner and enter orders appropriately.

Assemble

Assemble data and prepare logbook reports.]

Assist in / Assist with

Assist all team members as requested and required.
Assist and process order cancellation, call back change of address, and product questions.
Assist customers and agents with new tools or programs.
Assist customers by providing information and product specifications.
Assist customers with basic system navigation.
Assist customers with the simulators.
Assist in answering phones, taking appropriate notes and updating tickets.
Assist in developing and verifying relevant content to support ISC training.
Assist in other office duties including answering phone, provide back up assistance, etc..
Assist in preparing annual Open Enrollment communications for each client's employee population.
Assist in the coordination and activities involved in new product introductions to a market.
Assist other staff with support.
Assist Property Relationship Leads (PRL).
Assist Regional Property Manager with HUD related paperwork for rent increases and management fees.
Assist the GM in member requests.
Assist to assess condition of rental upon return.
Assist walk-in customers and process payments.
Assist with Account Management support.
Assist with all other duties assigned by the Assistant Manager and or the Property Manager.
Assist with and handle filing as requested according to shop rules and filing system.
Assist with Authorization and Verifications.
Assist with department projects and initiatives as needed.

Build

Build and maintain customer loyalty, representing company branding in a positive manner at all times.
Build and maintain strong relationships with all internal and external customers.
Build client relationships with both customers and dealers.
Build lasting relationships with clients, customers, and other team members.

Check

Check policies and endorsements received from carriers for accuracy.
Check patient out once visit is complete & schedules future appointments.

Collaborate

Collaborate effectively with all members of the distribution team to achieve daily goals.

Collect

Collect and verify demographic information.
Collect and report customer feedback to ensure that high service levels are maintained.
Collect customer feedback and look for ways to improve.
Collect and verify customer information in order to expedite delivery of services.
Collect and verify payments – cash, debit and credit and maintaining a float.
Collect information needed to review documents.
Collect specimens that clients bring in for laboratory analysis.

Communicate

Communicate information to the Scheduler and other internal departments as needed.
Communicate professionally and effectively.
Communicate to other staff members using Instant Messaging System.
Communicate with all departments to ensure customer service and customer orders are top priority.
Communicate with customers and other departments to assure commitments are achieved.
Communicate with customers via instant messaging.
Communicate with internal team members to solve ad hoc requests.
Communicate with production team as well as yard staff regarding inventory levels.
Communicate with scheduling department on delivery requirements.

Complete

Complete adherence to ISO procedures at all times.
Complete administrative tasks as needed.
Complete alarm processing in accordance with departmental procedures.
Complete and balances all daily cash register paperwork and obtains verification.
Complete and timely update of call logs.
Complete appropriate reimbursement and liability forms for patient*s review and signature.
Complete customer's transactional requests as provided by the caller.
Complete policy premium audits.
Complete second review of administrative reviews.
Complete shift audit as required.
Complete special projects (as assigned by the department team leader).

Conduct

Conduct call-outs and email merge to schedule appointments by call, virtual, group or in person.
Conduct independent analysis and assessment to resolve strategic issues.
Conduct outbound calls to update and confirm information.
Conduct performance reviews.
Conduct site surveys and develop customer specific programs for prospects.

Contact

Contact insurance companies for policy verification and other various issues.
Contact tenants in a courteous and professional manner when a guest is not pre-registered.

Coordinate

Coordinate all incoming, waiting and departing Members.
Coordinate delivery to customers by arranging trucking routes to meet customer expectations.
Coordinate with our customers / drivers by providing track and trace updates for shipments.
Coordinate with US based warehouse for cancelled orders or other issues.
Coordinate workload allocation between warehouse workers, material handlers, and drivers.

Correct

Correct incomplete and incorrect sales and service orders.

Create

Create a best-in-class experience for our valued customers.
Create and deliver qualified opportunities to Technical Sales Representative where appropriate.
Create and modify documents using Microsoft and other products.
Create and update purchase orders.
Create a win-win resolution to problems.
Create quotations and orders using SAP.
Create trend reports and support sales and senior management with assigned tasks.

Deliver

Deliver high level of customer service to all clients.
Deliver services to customers in a manner that promotes goodwill.

Develop

Develop and follow a detailed business plan to improve the market area and promote brand awareness.
Develop an intimate knowledge of our product lines and the marketplaces where they are sold.
Develop internal and external partnerships to enhance overall customer service experience.
Develop, maintain and conduct training program for teammates.
Develop meaningful relationships with our open-door policy across the organization.
Develop tailored messaging.

Direct

Direct interaction with customers either by telephone, e-mail or face to face.

Document

Document Code wizard to assist their teams with learning new software rollouts and updates.
Document and logs inquiry and complaint information within established timelines and protocols.

Drop

Drop shipment follow up credit and debit invoice.

Educate

Educate and guide the customer through our web tool and educate them on self-serve options.

Engage

Engage with suppliers to enhance customer experience.

Ensure

Ensure alignment of customer objectives with on-site work plan.
Ensure all meeting and boardrooms are organized and tidy.
Ensure an effective quality control management.
Ensure compliance with Abbott policies and procedures.
Ensure customers' needs are met with a high degree of accuracy.
Ensure data quality and adherence to all relevant policies and procedures.
Ensure on time completion in a fast-paced, deadline-driven environment.
Ensure orders are priced accurately and invoices are issued promptly.
Ensure showroom cleanliness and neatness is maintained to guarantee wonderful client experience.
Ensure that hospital entrance, lobby and work area are clean and presentable.
Ensure that quotes are processed through the quoting process in a timely manner.
Ensure that rental equipment is clean, safe, and ready to rent to the next family.

Enter

Enter and track marketing orders (ie. posters, point of sale materials).
Enter company data accurately and efficiently.
Enter replacement part orders for warranty calls into AS400 system.

Establish

Establish and maintain effective working relationships with physician office staff.
Establish a plan to align service partners for success.
Establish clear set of project goals.

Execute

Execute all administrative duties associated with DR sales.
Execute new sales initiatives as assigned to support sales priorities via inside sales techniques.

Exercise

Exercise due diligence in following operational risk policies, procedures, standards and guidelines.
Exercise retention efforts when appropriate.

Explain

Explain and verify delivery options based on customer order.
Explain the service and provides information on bowling, mini golf, the facility, menu items, etc..

File

File documents in both hard copy and electronic form.

Follow

Follow call scripts to ensure compliance.
Follow correct vendor check-in procedures.
Follow customer's plant and safety regulations while at their facility.
Follow internal company guidelines in regards to call handling.

Follow up

Follow up and follow through on all customer inquiries, orders and complaints.
Follow up on backorders with vendors and provide customers accurate delivery dates.
Follow-Up with other business units to ensure issues are.
Follow up with our warehouse, marketing, or product content teams as needed.
Follow up with past customers in company database.
Follow-Up with technician to address missing notes or information.

Generate

Generate pick slips where required.
Generate monthly and weekly shipping schedules based off production plans.

Handle

Handle complaints with courteous and professionalism.
Handle customer inquiries and problems, and escalates issues when needed.
Handle customer track and trace inquiries and provide them with accurate and timely information.
Handle escalated calls from clientele.
Handle guest order issues and inquiries, in person and over phone.
Handle high call volumes both in-bound and out-bound.
Handle incoming / outgoing post and packages.
Handle multiple responsibilities and balance customer priorities.
Handle routine account service activities including billing, cancellations, etc..

Identify

Identify, research, and resolve customer issues.
Identify and recommend products or services based on customer requirements and feedback.
Identity opportunities for change and improvement in customer experience / production practices.

Inform

Inform clients of trading policies and procedures.
Inform customers of production information, promotion and events.

Input

Input all sales orders taking the process from order entry to pick release.

Interact

Interact daily with clients by phone and web comments to assist them with their inquiry.
Interact daily with customer paint line staff, for daily tasks, trouble shooting, and meetings.

Investigate

Investigate any shipping problems, delays and communicates any delays with the customer quickly.
Investigate loss prevention programs with client.
Investigate orders discrepancies related to price difference or short dated products.
Investigate and resolves complaints.

Keep

Keep current on electronic methods of doing business.
Keep customer records up to date.
Keep customers updated with their vehicles' status and update the system accordingly.
Keep managers, executives and producers informed of significant developments on accounts.
Keep records of customer interactions.
Keep records of room availability and guests' accounts.
Keep the good of the team or guest ahead of personal interests or gain.

Learn

Learn everything about insurance from a true professional.
Learn, understands, maintains and contributes to internal support processes.
Learn the product lineup of each of our four brands and websites.

Liaise

Liaise with different levels of people within the organisation.
Liaise with technical teams and provide accurate and timely updates to customers.

Log

Log all calls for statistical purposes.
Log information about customer service interactions into systems in a timely and accurate manner.
Log progress of service issues on member file.
Log into department queue and answer incoming calls from customers, producers, and agents.

Maintain

Maintain accurate and complete paper and electronic files.
Maintain accurate documentation.
Maintain a clean work area for safe and efficient operation, including replenishment of supplies.
Maintain all records concerning carriers and routes including financial records and complaints.
Maintain and develop relationships with customers.
Maintain and generate required reports.
Maintain an orderly workflow according to priorities given by the Client Service Manager.
Maintain an organized scale house and ensure all paperwork is up to date and is filed properly.
Maintain a positive work atmosphere with a culture of respect for others . &#.
Maintain a valid passport at all times with flexibility for business travel as assigned.
Maintain communication with personal shoppers.
Maintain current knowledge of all physicians and services of the practice.
Maintain current knowledge of all products, services, operational procedures, and processes.
Maintain customer contact notes in system.
Maintain customer records by updating account information.
Maintain customer relationship by responding to inquiries.
Maintain daily records of all cheques received.
Maintain departmental standards for one call resolutions and minimal calls to voicemail.
Maintain documentation of data entry processes.
Maintain good customer relations both on the phone and in person.
Maintain patient confidentiality and HIPPA regulations.
Maintain product quality by date checks and product rotation.
Maintain proper documentation in the electronic medical record.
Maintain required documentation of maintenance activities.
Maintain Sterile Technique at all times, as appropriate.
Maintain work area and lobby in neat and orderly manner.

Make

Make it easy for customers to work with us.
Make outbound sales calls to established customer list and prospect list.
Make outgoing calls to Customers to follow up.
Make referrals to specialists and advisors as required.

Manage

Manage a high volume of calls, emails, voice mails and web requests.
Manage client priorities and emergencies.
Manage daily operations for key accounts assigned.
Manage Daily / Weekly Pricing reports.
Manage equipment & garment inventory.
Manage high level customer accounts with professionalism and urgency.
Manage high volume of tasks in a timely and efficient manner.
Manage hospital maintenance, and ensure the lobby and exam rooms are clean and neat.
Manage large amounts of incoming calls.
Manage an assigned dedicated account with special requirements.
Manage training material inventory.

Meet

Meet all address, contact and account requirements for ESS shipment & invoicing systems.
Meet ethical and clinical standards in compliance with all accreditations.
Meet quality assurance standards as applicable to program.
Meet or exceed standards for call volume and service level per department guidelines.
Meet with customers and prospects to develop understanding of other financial objectives and needs.
Meet the department standards for productivity and quality.

Monitor

Monitor accounts to identify overdue payments.
Monitor and process routine processing reports.
Monitor progress of delivery routes.
Monitor the Central Management System.

Negotiate

Negotiate agreements with clients and autonomously resolve situations involving clients.
Negotiate coverage pricing and conditions to meet client needs.

Order

Order entry into CRM database and Excel.
Order entry of various orders from opticians.
Order Management Representative who will handle large account as an account executive.

Participate

Participate in local area marketing (LAM) initiatives.
Participate on Email and / or Phone Queues.
Participate and provide expertise as a member of the customer service team.

Perform

Perform additional duties as assigned by Management.
Perform all job responsibilities in a safe, timely and efficient manner.
Perform all other duties as assigned by management.
Perform basic front desk responsibilities.
Perform clerical duties such as file organization, inventory counts etc..
Perform Credit & Rebills research and process correctly.
Perform field service activities as part of remote device management.
Perform inventory management within the network.
Perform other related duties as requested.
Perform other tasks as required by supervisors.
Perform outbound calls to customers regarding outstanding account balances.
Perform required administrative tasks.
Perform Strategic Technology Reviews (STRs) according to the prescribed meeting schedule.
Perform well in a rapidly evolving environment with strict deadlines.

Prepare

Prepare and process shipping / receiving paperwork.
Prepare invoices for shipping orders.
Prepare mailings for customer database.
Prepare conference rooms and copy machine to be ready for the next day.
Prepare Medicaid, private payer and patient remittances for data entry.
Prepare reports and correspondence and maintains files.
Prepare Returned Goods Authorization / Credit Requests.

Process

Process and enter customer purchase orders in an accurate manner.
Process applicable paperwork for clients, ensuring accuracy and completeness of information.
Process applications, renewals and changes related to the Nova Scotia Health Card.
Process Change orders (address changes, schedule date, carrier changes).
Process city ledger work to accounting.
Process customer payments.
Process debit card applications, card ordering and file maintenance.
Process paperwork-confirms tickets, inputs new patient set-ups and assembles charts.
Process incoming requests from sales reps & customers.
Process morning cash entry from previous day's sales.
Process Requests and Filing of Patient Records.
Process shipments meticulously.

Promote

Promote a positive work environment.
Promote services, products, gift cards and sell memberships to clients.

Provide

Provide Accurate and Complete Information to Billing Office.
Provide administrative support to the facility clerk including time entry as necessary.
Provide after sales support, service Clients after installation of new and amended accounts.
Provide appropriate solutions within time limits and follow up to ensure resolution.
Provide Artworkers with technical instructions for artwork, prepress and color.
Provide basic product and technical assistance to customers.
Provide call completion and / or alternate solutions for the caller.
Provide consultative service by recommending products that fit customers' needs.
Provide coverage recommendations.
Provide customer support in person, over the phone and online.
Provide customers with all necessary information concerning their orders.
Provide customers with excellent customer service via inbound calls.
Provide direction on the usage and benefits of self-service tools.
Provide directions and instructions as requested.
Provided technical supervision by IR II, IR III, and TL's.
Provide efficient, courteous, professional service to clients following company policies.
Provide eligibility and claim information to medical providers and members.
Provide excellent and prompt customer service to clients and internal team.
Provide excellent customer service consistently and meets or exceeds expectations on call scores.
Provide excellent service on inbound, outbound and offline servicing channels.
Provide exceptional customer service in a professional and courteous manner at all times.
Provide feedback in order to always improve the customer service experience.
Provide field technical services to producers for the improvement of bird health.
Provide financial, clerical and administrative services to ensure accurate patient billing.
Provide guidance on navigating document and web resources and self-service tools.
Provide high level service with accurate information.
Provide information about accounts.
Provide information about the products and services.
Provide information on equipment, supplies and services.
Provide knowledgeable assistance to clients over the phone and through email.
Provide member guidance in completing various forms.
Provide order confirmations and expected delivery information in a timely manner.
Provide outstanding customer service by helping customers with their storage needs.
Provide prompt, courteous customer service.
Provide quality care for each customer.
Provide regular feedback and report on customer service inquires.
Provide reports to brokers.
Provide schedule planning support to health care team.
Provide solutions based on information given.
Provide solutions that maintain customer satisfaction and follow established policies.
Provide support for translation of English to French documents.
Provide support to management, service, and collections as required.
Provide support to the medical facilities and field marketing team.
Provide support via telephone and emails from clients, veterinarians and other parties.
Provide technical and administrative support.

Read

Read and successfully interpret written directions and / or instructions in English.

Receive

Receive all visitors warmly and enthusiastically.
Receive, process and verify the accuracy of orders received via telephone, email and fax.
Receive, review and enter all dealer purchase orders.
Receive, unload, and put away product delivery.
Recommend
Recommend new processes and procedures that streamline the flow of information.

Report

Report and provide the correct documentation for shipment to customers.
Report unethical, fraudulent, or unlawful behaviour or activity.

Research

Research and schedule service / warranty requests.
Research customer questions thoroughly to provide accurate information and solutions.
Research and resolve inquiries to communicate resolution to the appropriate parties.

Respond to

Respond to complex complaints received at the departmental level and routes them appropriately.
Respond to customer inquiries.
Respond to customer questions and enquiries via email and phone.
Respond to requests for assistance and / or possible processing of credit card authorizations.
Respond to client inquiries & service requests pertaining to their programs and services.
Respond to coverage questions from clients in a timely fashion.
Respond to customer inquiries and requests via telephone, email, and chat in a timely fashion.
Respond to customer inquiries promptly and accurately with a high level of professionalism.
Respond to customers inquiries regarding quotes and orders.
Respond to customers on all inbound / outbound calls.
Respond to inquiries about the status of service orders.
Respond to mobile app and web comment inquiries, assist client in solving problems.
Respond to telephone inquiries, take and order policy changes.

Review

Review customer accounts and identifies options that meet their current needs.
Review daily credit hold report and obtain credit approval #'s as required . &#.
Review open job files daily and forwards closed jobs to billing department.
Review service request for arrivals.

Schedule

Schedule a wide array of appointments.
Schedule meetings and other company related activities.
Schedule patient appointments, tests and admissions.
Schedule will include weekends and holidays.

Support

Support automation initiative.
Support change management of varying scope and type.
Support client check in procedure, provide badges to clients.
Support Counter Sales and Outside Sales activities as part of the team.
Support developing operating and troubleshooting knowledge of the operations team.
Support inventory control process including updating equipment asset transactions.
Support the sales team by providing technical training and presentations to customers on-site.

Take

Take customer phone and email inquiries.
Take incoming customer calls regarding change request.
Take instructions from supervisors.
Take part in our commitment to create a clean and member focused club environment.

Troubleshoot

Troubleshoot order errors and provide solutions that facilitate a timely resolution.
Troubleshoot, research, resolve or escalate issues as necessary.
Troubleshoot customer issues and handles complaints.

Understand

Understand customer needs by active listening and providing the right fit solution.
Understand emergency fuel procedures.
Understand and apply technical skills, methods and process to perform at the required level.

Uphold

Uphold a high level of customer service.
Uphold company standards for merchandise presentation and cash wrap cleanliness.

Use

Use call-tracking systems to log all inquiries for documentation purposes.
Use personal judgment and specialized knowledge to give information to people.
Use computerized system for tracking, information gathering, and / or troubleshooting.
Use tact, courtesy, discretion and persuasion when appropriate.

Utilize

Utilize an auto dial or direct dial system to initiate customer contact.
Utilize and grow your skills while working in a fun, family-like environment.
Utilize computer technology to manage high call volumes & incoming chats.
Utilize multiple computer systems and 2-3 computer monitors.
Utilize proper procedures when handling guest PPI data.

Verify

Verify and print receipts.
Verify completed artwork files and forward to customers for approval prior to production.

Work with

Work closely with the operations team and the service provider support team.
Work closely with the Sales Manager, Outside Sales Representatives, Credit Dept, Warehouse.
Work closely with your team to maximize sales and deliver products quickly and efficiently.
Work cooperatively with hospital staff to achieve common goals.
Work independently within established procedures.
Work under pressure and multitasking.
Work with fellow team members, to ensure each function has adequate coverage at all times.
Work within proven processes and procedures to process orders, contracts & returns.
Work with management team to solve problems.
Work with the agent to establish and meet marketing goals.

Write

Write and deliver proposals to clients.
Write emails, create tasks, review and resolve tickets.

Most In-demand Hard Skills

The following list describes the most required technical skills of a Service Representative:

Customer Service
Valid Driver's License
Physical Exertion
Maintain A Good Driving Record
Walking
Reaching
Long Periods Of Standing
Lifting
Stooping
Crouching
Stretching
Recurring Bending
Positive Customer Interactions
Business Environment
Retail Sales
MS Excel
Grasp
Arithmetic Operations
Physical Functions
Microsoft Office
MS Word
Sales
Outlook
Call Center
Specialized Sales

Most In-demand Soft Skills

The following list describes the most required soft skills of a Service Representative:

Written and oral communication skills
Attention to detail
Team player
Commitment
Problem-solving attitude
Bilingualism
Interpersonal skills
Organizational capacity
Listening
Multi-task
Self-starter
Work as scheduled and arrive to work on time
Collaborative
Love to learn
Time-management
Flexible
Work independently with little direction
Positive attitude
Solving problems
Helping people
Understand different perspectives
Courage
Collaborate and work in different capacities as part of a team
Creatively to new challenges
Responding flexibly
Analytical ability
Build rapport and connections with customers
Confidence to approach customers
Helping customers
Work as scheduled
Detail-oriented
Work ethic
Active listener
Flexible scheduling
Initiative
Ask questions
Organized
Confident
Adaptable to changes
Put yourself in the client's shoes