Customer Service Representative

Duties/Responsibilities

• Receives incoming calls and directs them to the appropriate departments as needed.
• Receives and handles requests from customers regarding their service issues, assists them with setting up service repairs for their appliances.
• Interacts with customers via telephone, email, to provide support and information on products or services.
• Fields customer questions and complaints; when the issue is beyond the representative’s knowledge, forwards to the assigned specialist or other appropriate staff.
• Sets up service repairs for customers' appliances.
• Ensures that appropriate actions are taken to resolve customers’ problems and concerns.
• Develops relationships with customers through successful management of product, service or delivery.
• Tracks repairs and parts orders, opens invoices and their causes, schedules technicians and processes warranties if required.
• Captures or updates customer profile information to be stored in company’s internal system to retrieve necessary customer information, inventory information, and purchase order status.

Requirements

• A high school diploma or equivalent, with two or more years of sales or customer service experience preferred.
• One to two years of experience in Sales, Customer Service, Scheduling, or Order Processing is preferred.

Qualifications

• Excellent communication and interpersonal skills.
• Strong organizational skills, effective time management, ability to multi-task, and strong critical thinking skills.
• Good written communication skills, good typing ability, and proficiency in using computers.
• Proficiency in using database and ordering systems.
• Good listening and questioning skills, with the ability to resolve conflicts and strong follow-through skills.
• Exceptional negotiation and conflict resolution skills; able to handle challenging customer concerns calmly and patiently.
• Ability to lift up to 15 pounds and work in a seated position for extended periods.

Benefits

• Paid vacation, sick, and holidays.
• Medical, dental, and vision insurance.
• Life, accident, health insurance, and disability insurance.
• A profit-sharing plan.