CUSTOMER SERVICE REPRESENTIVE (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 exceeded
Escalate customer issues as appropriate with internal resources and ensure closed loop responses or corrective actions are achieved
Deliver promised follow-up information to meet or exceed customer expectations
Support inbound lead generation activities via email and webform, ensuring prompt follow-through for prospective customers
Maintain detailed records of customer interactions in the CRM and develop core business processes to improve customer response times
Identify customer pain points and assist in developing appropriate responses to improve customer satisfaction
Foster a culture of accountability, collaboration, and continuous improvement
Leverage technology, tools, & best practices to improve customer interaction
Identify and participate in resolving automated or manual call routing issues
Develop Viking product and service knowledge to resolve common customer issues and improve customer satisfaction
Other 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