Customer Support

About the role

The Customer Service Representative will interact with the company’s customers by addressing inquiries and resolving complaints. The position is directly responsible for creating an effortless customer experience for external and internal customers by phone or email. The role handles product inquiries, appointment scheduling and verification, provides support to branches, field partners, and customers, and resolves customer conflicts or escalates them as needed. The position takes ownership of customer issues and provides complete end-to-end resolution by utilizing available resources.

Responsibilities

• Interacts with customers via telephone, email, online chat, or in person to provide support and information on products or services.
• Collects and enters orders for new or additional 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.
• Ensures that appropriate actions are taken to resolve customers' problems and concerns.
• Maintains customer accounts and records of customer interactions with details of inquiries, complaints, or comments.
• Adheres to the Code of Conduct, Confidentiality Agreement, and Company Safety Policy.
• Performs other duties as assigned by management.

Requirements

• High school diploma or equivalent.
• Customer service experience required.
• Excellent communication skills including active listening.
• Service-oriented and able to resolve customer grievances.
• Proficient computer skills with the ability to learn new software.

Physical Requirements

Prolonged periods sitting at a desk and working on a computer.

Benefits

• Excellent pay
• Medical, dental, vision
• Company-paid life insurance
• Company-paid short-term disability
• 401K with employer match
• Paid vacation and company holidays
• Training and career development
• Company vehicle (if job applicable)
• Immediate qualification for the ALL In Ownership Plan for all eligible full-time employees