Sep 08, 2018

Customer Service/Inside Sales Manager

  • Overhead Door Company of Rockford
  • Rockford, IL, USA
Full time Customer Service Representative Management Sales - Inside Sales

Job Description

The Office Manager is the primary provider of customer service and support from an informational and problem resolution perspective. The Office Manager additionally provides sales assistance to walk-in customers in the areas of parts, accessories, service orders, and new door and operator purchases.

The scope of activities the Office Manager include answering and routing incoming telephone calls, handling walk-in customers or prospects, phone requests for estimates or information, requests for service, conveying information between installers, service technicians, customers, and managers during the work day, computer data entry for various aspects of the business process, records filing, etc.

In addition, the Office Manager will have specific additional responsibilities within the general accounting process.

The Office Manager is the primary contact with outside customers and is expected to maintain a neat and professional appearance and demeanor. 


Primary Job Functions:
 Responding to work assignments and tasks as directed by the Management Team, as appropriate.
 Pick up messages from the answering service and either route or take action on messages, as appropriate.
 Answer incoming telephone calls, preferably no later than the second “ring”.
 Based on the content of the call, resolve most calls in one of the following ways:
1. Route call to Service Manager, Installation Manager, or member of the management team, as appropriate.
2. Write up a Work Order for either Installation or service and input relevant data into computer system.
3. Provide necessary information to caller and route to appropriate sales, service, or installation manager or technician, as appropriate.
4. If a request for an estimate, fill out a job ticket, input data into computer, and route to residential or commercial sales manager, as appropriate.
5. Research order status for correct status.
 Assist walk-in customers at the sales counter with the following types of assistance, as required:
- Replacement parts
- Accessories,
- Information on new residential doors and/or operators,
 Write up sales ticket for counter sales, as required.
 Handle cash or credit card purchase with appropriate accounting process.
 Handle return and/or exchanges brought to the sales counter.
 Refer any problems or requests for information outside the scope of personal knowledge to the appropriate party(ies).
 With respect to incoming calls regarding warranty issues,
1. Gather pertinent information from customer,
2. Research the specific customer history for installation details,
3. Route information to the appropriate manager for resolution.
 Locate technicians as required by managers and/or customers and communicate information requested.
 Assist in creation of sales, marketing, or promotional materials as requested by respective managers.
 Enter work order data into accounting computer system for invoicing purposes from detail cost data prepared by installation and service managers.
 Mail invoices generated to customers and file copies appropriately.
 Post incoming customer payments to appropriate Accounts Receivable accounting system computer files.

Secondary Job Functions:
 Provide general office support as required on a project or special needs basis.
 Provide trade show and promotional activity support as required by the management team.
 Attend or perform training functions as requested regarding computer and/or product information training.
 Attend First-Aid training classes when appropriate.
 Assist other members of the office staff when requested.
 Keep office, showroom and work areas clean and free from clutter.

Services and Products Supplied:
 Handles service requests from call-in or walk-in customers.
 Processes work order and billing data for service or installation requests.
 Provides general office support services.
 Acts as communications liaison between customers, technicians, and management team.
 Provides back-up to other customer service agents as required.

Core Competencies:
 Ability to understand and take direction from superiors.
 Ability to handle and schedule multiple tasks within a day.
 Ability to work with others in a positive and productive manner.
 Ability to remember and follow through with regularly occurring tasks.
 Ability to treat customers and fellow employees with decency and respect and to control personal emotions in confrontational situations.
 Ability to handle stress in a reasonable and effective manner.
 Ability to maintain a positive outlook and attitude.

Position Qualifications:
 Must have some basic knowledge of personal computers and associated software tools.
 Must be able to operate a multi-line telephone system.
 Must be able to receive directions and execute tasks accordingly.
 Must be able to pass a standard drug test.
 Must be able to read and write legibly and accurately.
 Must be able to perform basic arithmetic functions both with and without a calculator.
 Must be able to communicate with customers in a professional and respectful manner.
 Must be able to communicate over a telepho
 Must be able to communicate in English.
 Must have good eyesight or wear corrective lenses (glasses or contacts).
 Must have neat appearance.