Customer Service Representative
About the role
We realize that our greatest assets are our best-in-class associates, which is why we're dedicated to offering limitless opportunities for growth and advancement. We want to help you build a long-lasting career with James Martin Vanities. Together, we can continue to lead the industry and help build our nation's infrastructure from the ground up. The Customer Service Representative is responsible for assisting customers with pre/post-sale questions, basic installations, and problem resolutions. Typical activities are the receiving of calls, emails and web chats from Customers who may be inquiring about product related questions and issues. The Representative will be directly responsible for guiding and assisting all customers. The Representative should focus on following guidelines, using their time effectively and following-up with Customers in a timely manner. This position will self-manage and interact with various associates from other departments.
Responsibilities
- One Touch Resolutions: Ensure all customers are assisted in the fewest number of interactions with the overall goal being one-touch.
- Satisfaction Survey: Working with managers to meet the satisfaction survey goal at or above group average.
- Phone Calls: Answering customer calls and assisting with any scenario presented.
- Emails: Answering customer emails within 24hrs and assisting with any scenario presented.
- Warranty Orders: Warranty issues should be resolved by supplying the customer with the fewest items necessary to resolve the issue.
- Return Merchandise Authorization: RMAs should be created for orders between 1-90 days old when a customer needs to return an item for various reasons. Capture inbound sales when appropriate.
- Additional Duties: Demonstrate excellent customer service skills in resolving customer complaints and questions. Practice and ensure compliance with company policies and procedures. Thoroughly