Customer Relations Representative

About the role

Act as the single point of contact for any customer issues relating to the products or services we sell. You’ll interact with customers via phone and email, coordinate with vendors, manufacturers, and our service department to arrange parts and service, and process paperwork to keep customer and service records accurate and up-to-date.

Responsibilities

• Answer incoming customer calls and return calls involving various issues.
• Answer incoming emails and confirm receipt of all customer inquiries.
• Coordinate with delivery, service, and parts departments; communicate updates to customers.
• Ensure parts are ordered from manufacturers (via the service department) for damaged units in customers’ homes.
• Contact manufacturers and warranty companies to secure reimbursement for damaged and/or non-returnable products.
• Negotiate with customers and manufacturers to resolve customer issues.
• Schedule service via the service department to address product issues and evaluate any previous service to determine if an exchange is warranted.
• Key new sales and credit memos, complete Debit Memos or other paperwork (e.g., Short Forms), and schedule installation for product exchanges as needed.
• Issue Purchase Orders (PO) for Standard’s Extended Service Plan (ESP) service performed by outside service providers.
• Perform other duties as assigned by the Customer Relations Supervisor or Store 01 Manager.

Requirements

• At least one (1) year of dealing with escalated customer service issues.
• Organized and detail-oriented.
• Maintain a positive attitude when working under stress.
• Able to work under pressure with time-sensitive issues.
• Ability to ascertain and address specific needs of customers.
• Work positively in a team environment.
• Fluency in English (verbal & written).
• Computer knowledge and skills.

Preferred Qualifications

• Customer Service certification from a business or accredited college.
• Two or more years of on-the-job Customer Relations experience dealing with customer/vendor relations at an escalated level.
• Intermediate knowledge of Excel.
• Proficient 10-key skills.

Physical Demands

• Sit for long periods of time (e.g., 3 or more hours at a time).
• Type and talk on the phone for long periods of time (e.g., 2 or more hours at a time).
• Interact with agitated customers.

Pay

Starts at $21/hr plus commission opportunities.

Benefits

• Employee Discount Program on purchases
• Health and Dental Insurance
• Paid Time Off / Paid Holidays
• 401K
• Future opportunities for advancement