Customer Service Representative

Full-time, on-site position in the Parts/Customer Service department reporting to the Customer Service Manager.

About the role

Ensure delivery of excellent customer service through fast and accurate processing of orders, communication, and coordination with other departments to resolve inquiries. Provide advanced-level customer support by resolving customer inquiries using in-depth product and policy knowledge. Build and maintain business relationships with customers by providing prompt and accurate service to ensure satisfaction and promote loyalty.

Responsibilities

• Provide exceptional customer service.
• Open customer accounts by recording account information.
• Maintain customer records by updating account information.
• Resolve product or service problems by clarifying the customer's complaint; determining the cause; selecting and explaining the best solution; expediting correction or adjustment; following up to ensure resolution.
• Assist the Warranty/Returns team with orders and requests.
• Communicate with customers by telephone, email, or live chat.
• Answer inbound calls, providing accurate and timely information; forward calls as needed.
• Escalate complex issues to the appropriate helpdesk queues.
• Maintain status in assigned customer service queues.
• Maintain up-to-date knowledge of products, policies, and procedures.
• Document trends and feedback for continuous improvement.
• Assist with orders for custom products or parts.
• Review open order report daily.
• Work with purchasing to contact vendors as needed.
• Utilize tools, manuals, and catalogs to improve technical and product knowledge.
• Perform other duties as assigned.

Requirements

• High School diploma or GED.
• 3-5+ years of customer service experience.
• 2+ years of tech support/troubleshooting preferred.
• Inside Sales experience a plus.
• Heavy Call Center environment experience (parts/products industry, non-service industry).
• Sales order system and order entry experience.
• Experience with various office equipment, Database & Query Software, and SAP System.

Benefits

• 100% employer-paid medical plan for eligible employees.
• Employer-paid Short-Term Disability (STD) coverage.
• Voluntary, employee-paid benefit options including additional medical plans, dental, vision, flexible spending accounts (FSAs), Long-Term Disability (LTD), life insurance.
• 401(k) plan with Company matching contribution.

Schedule

8:00 AM – 5:00 PM, with additional hours as needed.