Customer Service Representative / Account Specialist (Aerospace Manufacturing)

About the role

RBC Bearings Incorporated is seeking a Customer Service Representative to join our team in Santa Ana, CA. This role is responsible for attracting potential customers, resolving product or service problems, and managing large amounts of incoming calls.

Responsibilities

• Open and maintain customer accounts by recording account information
• 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
• Recommend potential products or services to management by collecting customer information and analyzing customer needs
• Manage large amounts of incoming calls
• Identify and assess customers’ needs to achieve satisfaction
• Build sustainable relationships of trust through open and interactive communication
• Provide accurate, valid and complete information by using the right methods/tools
• Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution
• Keep records of customer interactions, process customer accounts and file documents
• Follow communication procedures, guidelines and policies
• Resolve customer complaints via phone, email, mail or social media
• Take payment information and other pertinent information such as addresses and phone numbers
• Suggest solutions when a product malfunctions
• Utilize computer technology to handle high call volumes
• Work with customer service manager to ensure proper customer service is being delivered
• Compile reports on overall customer satisfaction

Requirements

• High School diploma or General Education Degree (GED)
• Minimum of 3 years related experience, and/or training, or equivalent combination of education and experience
• Ideal candidate should have previous manufacturing experience in a similar role

Qualifications

• Attentiveness; ability to really listen to customers is so crucial for providing great service for a number of reasons
• Patient: ability to stay calm when confused/frustrated customers reach out for customer support
• Product Knowledge to be able to provide accurate information
• Clear communication: ability to write, speak, and listen effectively
• Technology savvy; being able to understand modern technology (phones, computers, etc.)
• Resolving Conflict; understanding and finding solutions to customer’s needs
• Positive Attitude; the ability to make minor changes in your conversational patterns

Skills

• Attentiveness
• Patience
• Product Knowledge
• Clear Communication
• Technology Savvy
• Resolving Conflict
• Positive Attitude

Benefits

Not specified

Pay

$23.00 to $25.00/hour

Schedule

Not specified