top of page

customer service REP

Position Status:                      W-2 Employment

Reports To:                             General Manager

Salary:                                     Hourly Rate, D O E

Job Requirements:

Education and Experience

  • REQUIRED: High school diploma or GED

  • REQUIRED: Minimum 2-years of customer service and administrative experience

  • PREFERRED: Experience within the special event and tourism industry

Qualifications 

  • Proven customer support experience

  • Exemplary listening skills

  • Positive attitude with strong conflict resolution skills

  • People oriented with the ability to adapt / respond to different personality types

  • Excellent communication skills

  • Capable of multitasking, prioritizing and managing time effectively

  • Ability to read & write

  • Strong computer skills

  • Clear background check

  • Valid state issued driver’s license, class D chauffeurs, with satisfactory MVR

  • Ability to follow driving directions with ease

  • Attention to detail and quality focus

Equipment, Machines and Software Used

  • Computer (handheld, laptop or PC)

  • Cell phone

  • Laundry tracking software (LinenTech)

  • Customer / accounting software (QuickBooks)

  • Google or Microsoft Docs (maps, drive, sheets, Excel, Word, etc.)

Job Summary:

The Customer Service Representative (CSR) at DLLS is responsible for the development and maintenance of positive relationships with customers, responding to their concerns and performing regular on-site visits. The CSR will conduct quality control inspections to encourage team proficiency and customer satisfaction. The CSR will also serve as a liaison to Delivery Drivers to help ensure that customer’s will receive their linens as scheduled and, in the condition, expected.

 

As CSR you will be the face and voice of DLLS and should always represent the company in a professional and respectful manner. The CSR must always be presentable by being well groomed, maintaining proper hygiene and wearing company uniforms.

​

 

​Essential Job Duties and Responsibilities:

(Additional duties may be assigned)

​

  • Build sustainable relationships of trust through open and interactive communication with customers and DLLS management team

  • Create and maintain customer accounts by recording account information, compiling reports on overall customer satisfaction

  • Coordinate customer appreciation gifts or events

  • Work together with customers and DLLS production team to resolve product or service problems through clarification of customer concerns; determination of root cause to issue, selecting and explaining viable solution to bring about resolution; expediting correction or adjustment

  • Expedient & repetitive follow up with customer and production team after corrections to alleviate a customer concern

  • Recommend potential products or services to production team, management or customers upon collection of customer information & analyzation of their needs

  • Contribute to team efficiency by conducting quality control inspections

  • When directed by management, follow up on sales leads

  • Maintain periodic visitation schedule of all customers and keep records of all customer interactions.

  • Provide driver support by any means necessary (backup driver, schedule assistance, load / unload help, etc.)

KPI (Key Performance Indicators):

Production:

  • Clear and direct communication with drivers, production and management

  • Efficient & consistent driver support

  • Completion of weekly quality standard inspections

  • Knowledge of plant processes, departments and standards​

​​

Customer Service:

  • Maintain regular communication with all customers

  • Perform monthly & quarterly visits with customers on a rotating schedule

  • Execution of customer appreciation tasks, events as directed by management

  • Superior customer relationships

 

Reporting:

  • Written reports of all customer visits

  • Documentation of any customer concerns or requests submitted to management

 

General Requirements:

  • Independent, Self-motivated

  • Conscientious time management

  • Exceptional grooming and hygiene

bottom of page