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Customer Service Representative in Pearland, TX

Kelly Services

Pearland, TX
Job Code:
  • Customer Service
Kelly Services
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Job Details

Job Title Customer Service Representative in Pearland, TX

Jobid US5727AM_24379746

Location: Pearland, TX, 77588, USA

Description **Job Description**

Customer Service Representative in Pearland TX



This position is primarily responsible for providing customer service by responding to customer inquiries and/or complaints regarding available products and services; ensuring that the customers- needs and concerns are met beyond satisfactorily. This position will also be responsible for serving as a point of contact for the day-to-day application of organizational policies and procedures by performing the following duties.


Core duties and responsibilities include the following. Other duties may be assigned.

Generates new and repeat sales by providing product and technical information in a timely manner

Always follows the seven rules selling: establishes a rapport with potential customers and /or existing customers; finds the customers need; builds value of what is being sold and stresses DCG as an expert on calibration standards; creates desire to buy DCG; overcomes all objections; closes the sale; follows up with customers after each sale to ensures ongoing customer satisfaction and to resolve any complaints.

Determines customer requirements and expectations in order to recommend specific products and solutions. Understands customer-s needs.

Educates customers about terminology, features, and benefits of products in order to improve product sales and customer satisfaction

Processes accurate orders. Confirms all information, and strives for accurate professional entries. Completes and submits all necessary paperwork to complete the order

Contacts customers following sales to ensure ongoing customer satisfaction and resolves any complaints.

Sets up and maintains customer files and customer contact software.

Fills requests for catalog, information, or samples.

Manages time effectively, meets personal goals, and works effectively with other members of the team as well as accounting, lab personnel and transportation personnel to meet customer satisfaction.

Develops and provides a professional, friendly communication style WI customers, vendors, and company staff

Makes cold calls daily.

Performs follow up contact by email and telephone.

Communicates with management regarding any insurance renewals and premiums, coverage changes and/or additional coverage as needed.

Reads and understands correspondence and procedures; follows oral and written instructions; writes and prints legibly, clearly and uniformly.

Files information alphabetically, numerically and chronologically

Organizes work in step-by-step order

Maintains confidentiality of information and deals with the public and employees tactfully.

Types and/or keys in information accurately on forms and for correspondence

Copies, accurately information from a written or on-screen source

Writes simple memos using correct grammar, punctuation and spelling

Adjusts to changes in workloads and assignments and learns to access and use various computer applications and office equipment

Provides outstanding customer service to ensure orders are processed and logistics are managed accurately and on time.

Achieves productivity, conversion, quality assurance program, and attendance goals as set by company

Resolves complex problems and issues in a professional and timely manner.

Responds to telephone inquiries and complaints using standard scripts and procedures.

Gathers information, researches/resolves inquiries and logs customer calls.

Communicates appropriate options for resolution in a timely manner.

Informs customers about services available and assesses customer needs.

Interacts with the Shipping/Receiving department to coordinate order fulfillment and shipping priorities.

Maintains customer record by verifying, updating account information and posting customer transactions.

Keeps customers, resellers, and distributors informed of shipment status.

Maintains and develops an in-depth knowledge of the company-s available products and services.

Uncovers customer needs through the use of probing techniques and other sales tools

Maintains quality service to all customers by answering product and service questions; cross-selling related products and services; and being courteous and responsive to all customer's' needs.

Resolves product or service problems in a timely manner by listening and verifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem, expediting the solution; and following up with the customer.

Works in conjunction with other departments to resolve customer disputes.

Duties and responsibilities may be updated on a periodic basis to reflect changes in business.

Monitors phone activity in the system to ensure proper handling and adherence to policies and procedures

Recommends process improvements to management.

Maintains a strong knowledge of services/products that DCG Partnership 1, Ltd. offers their clients

Creates efficiencies by improving processes and identifying best practices in customer service.

Maintains complete knowledge of system and telecommunications capabilities, associated software applications, and internet access.


Problem Solving - Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; works well in group problem solving situations; uses reason even when dealing with emotional topics.

Technical Skills - Assesses own strengths and weaknesses; pursues training and development opportunities; strives to continuously build knowledge and skills; shares expertise with others.


Customer Service - Manages difficult or emotional customer situations; responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance; meets commitments.

Interpersonal Skills - Focuses on solving conflict, not blaming; maintains confidentiality; listens to others without interrupting; keeps emotions under control; remains open to others' ideas and tries new things.

Oral Communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions; demonstrates group presentation skills; participates in meetings.

Written Communication - Writes clearly and informatively; edits work for spelling and grammar; varies writing style to meet needs; presents numerical data effectively; able to read and interpret written information.

Teamwork - Balances team and individual responsibilities; exhibits objectivity and openness to others' views; gives and welcomes feedback; contributes to building a positive team spirit; puts success of team above own interests; able to build morale and group commitments to goals and objectives; supports everyone's efforts to succeed.


- Visionary Leadership - Displays passion and optimism; inspires respect and trust; mobilizes others to fulfill the vision; provides vision and inspiration to peers and subordinates.

- Leadership - Exhibits confidence in self and others; inspires and motivates others to perform well; effectively influences actions and opinions of others; accepts feedback from others; gives

appropriate recognition to others.

- Quality Management - Looks for ways to improve and promote quality; demonstrates accuracy and thoroughness.


- Business Acumen - Understands business implications of decisions; displays orientation to profitability; demonstrates knowledge of market and competition; aligns work with strategic


- Diversity - Demonstrates knowledge of EEO policy; shows respect and sensitivity for cultural differences; promotes a harassment-free environment.

- Ethics - Treats people with respect; keeps commitments; inspires the trust of others; works with integrity and ethically; upholds organizational values.

- Organizational Support - Follows policies and procedures; completes administrative tasks correctly and on time; supports organization's goals and values; benefits organization through

outside activities.


- Judgment - Displays willingness to make decisions; exhibits sound and accurate judgment; supports and explains reasoning for decisions; includes appropriate people in decision-making

process; makes timely decisions.

- Motivation - Sets and achieves challenging goals; measures self against standard of excellence.

- Planning/Organizing - Prioritizes and plans work activities; uses time efficiently; sets goals and objectives; develops realistic action plans.

- Professionalism - Approaches others in a tactful manner; reacts well under pressure; treats others with respect and consideration regardless of their status or position; accepts

responsibility for own actions; follows through on commitments.

- Quality - Demonstrates accuracy and thoroughness; looks for ways to improve and promote quality; applies feedback to improve performance; monitors own work to ensure quality.

- Safety And Security - Observes safety and security procedures; determines appropriate action beyond guidelines; reports potentially unsafe conditions; uses equipment and materials


- Adaptability - Adapts to changes in the work environment; manages competing demands; changes approach or method to best fit the situation; able to deal with frequent change, delays, or

unexpected events.

- Attendance/Punctuality - Consistently at work and on time; ensures work responsibilities are covered when absent; arrives at meetings and appointments on time.

- Dependability - Follows instructions, responds to management direction; takes responsibility for own actions; keeps commitments; commits to long hours of work when necessary to reach

goals; completes tasks on time or notifies appropriate person with an alternate plan.

- Initiative - Volunteers readily; undertakes self-development activities; seeks increased responsibilities; asks for and offers help when needed.

- Innovation - Meets challenges with resourcefulness; generates suggestions for improving work; develops innovative approaches and ideas.


To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.



Associate's degree (A.A.) or equivalent from two-year college or technical school; or six months to one year related experience and/or training; or equivalent combination of education and experience.


Ability to work with mathematical concepts such as probability and statistical inference, and fundamentals of plane and solid geometry and trigonometry. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.


To perform this job successfully, an individual should have knowledge of: Accounting Software (QuickBooks); Sage ACT (Customer Relationship Management) CRM Software; All Microsoft Suites Programs: Database Software (Access); Internet Software; Spreadsheet Software (Excel); Word Processing Software (Word); Electronic Mail Software (Outlook); and Presentation Software (PowerPoint).


- Excellent organizational, leadership, interpersonal communication and computer skills.

- Clear and conceptual thinking ability is a plus.

- Excellent judgment and discretion; ability to handle multiple priorities simultaneously, meet deadlines, and handle work-related stress is required.

- Friendly, courteous, service-oriented, professional, outgoing, and customer service oriented.

- Detail-oriented and work effectively under pressure while meeting all applicable deadlines.

- Must be able to work independently and productively with minimum supervision.

- Recognize problems, identify possible causes and resolve routine problems.

- Ability to establish and maintain professional atmosphere for employees, clients and customers.


- Ten (10) or more years- experience; has extensive knowledge of customer requirements, company procedure and product/service information.

- Ability to perform arithmetical calculations, including decimals and percentages; read and understand correspondence and procedures; follow oral and written instructions.

- Able to work a flexible schedule to include various nights, weekends and holidays.

- May require some travel on an as needed basis.

- At least one (1) year of experience working in customer service, operations, and/or logistics.

**Why Kelly** **®** **?**

At KellyServices ® , we work with the best. Our clients include 95 of the Fortune100 ™ companies, and more than 70,000 hiring managers rely on Kelly annually to accessthe best talent to drive their business forward. If you only make one career connection today, connectwith Kelly.

**AboutKelly Services** **®**

As a workforce advocate for over 70 years, we are proud to directly employ nearly 500,000 peoplearound the world and have a role in connecting thousands more with work through our global network oftalent suppliers and partners. Revenue in 2017 was $5.4 billion. Visit and connect with us on Facebook, LinkedIn and Twitter .

Kelly Services is an equal opportunity employer including, but not limited to, Minorities, Females,Individuals with Disabilities, Protected Veterans, Sexual Orientation, Gender Identity and iscommitted to employing a diverse workforce. Equal Employment Opportunityis The Law.

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