Customer Service Representative

About the role

Respond to customer inquiries and complaints regarding the company's product or services. Handle calls on a daily basis, both incoming and outgoing. Provide guidance and support to Lewisville CSR's and assist upper management in delegating routine office work.

Responsibilities

• Maintain an accurate account of incoming telephone calls.
• Operate computer terminals (JDE, Right Fax and/or other applicable programs) to order parts, enter service history, and provide shipping/receiving dates.
• Process credit card, check, and in-warranty orders.
• Track packages/shippings through carriers.
• Provide detailed explanations of company policy and procedures related to warranty.
• Investigate and respond to customer order/billing inquiries and process credits if necessary.
• Take, investigate, and solve customer complaints.
• Interface with dealers to solve customer problems.
• Provide non-warranty sales and/or service referrals for products, authorized service dealers, or distributors.
• Mail/fax/email sales literature and service information to customers.
• Provide follow-up with customers, retail stores, distributors, and/or dealers as necessary.
• RightFax acknowledgment of credits and invoices. Mail rejections of RightFax.

Qualifications

• Customer Service Experience
• Exceptional telephone communication and problem-solving skills
• Basic computer skills, including data entry, Excel, Word, PowerPoint, and Lotus Notes
• Capable of handling advanced customer complaints in a satisfactory manner

Skills & Experience

• High School Diploma or Equivalent