Customer Service Representative

The Customer Service Representative (CSR) is responsible for acting as a liaison between customers and NEI Infrastructure.

Assisting with complaints, orders, errors, account questions, billing cancelations and other queries.

Essential Functions

Job duties may change over time and additional job functions may become essential.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


* Aid in addressing customer complaints and resolving problems.


* Review purchase agreements for conformity to company terms and conditions.


* Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.


* Professionally handle incoming requests from customers and ensure that issues are resolved both promptly and thoroughly.


* Communicate with other departments and management to resolve problems and expedite work.


* Thoroughly and efficiently gather customer information, access, and fulfill customer needs, educate the customer where applicable to prevent the need for future contacts and document interactions through contact tracking.


* Provide quality service and support in a variety of areas including, but not limited to quotations, billing, placing orders, logistics and troubleshooting.


* Troubleshoot customer issues over the phone.


* Maintain a balance between company policy and customer benefit in decision making.

Handles issues in the best interest of both customer and company


* Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer’s experience.

Expected Areas of Competence (KSAs)


* Highly developed sense of integrity and commitment to customer satisfaction


* Demonstrated passion for excellence with respect to treating and caring for customers.


* Ability to communicate clearly and professionally, both verbally and in writing


* Ability to handle complaints and unpleasant customers while remaining calm under pressure.


* Has a pleasant, patient, and friendly attitude


* Strong decision making and analytical abilities.


* Strong detail orientation, organization skills and communication/listening skills.


* Willingness to work a flexible schedule and occasional overtime when needed.


* Strong work ethic and team orientation.

This position description is intended to cover the most significant, ongoing job functions and competency areas.

Successful performance in the role will require performing satisfactorily other duties as assigned.

Education and Experience Requirements


* 1+ years of Customer relations experience including but not limited to retail, telemarketing, or customer service.


* Must have high school diploma or GED equivalent.


* Experience with...