Customer Service Representative

Customer Service Representative

ESSENTIAL FUNCTIONS

The Customer Service professional performs phone/email/chat customer service and general office and sales support. Utilizing industry best practices and always communicating using our brand ethos guidelines, the Customer Service professional is a key relationship builder with our customers.

JOB DESCRIPTION

CUSTOMER SERVICE

  • Fulfill customer service requests via phone, email, mail, chat, in person or social media
  • Follow established customer support guidelines
  • Display the highest level of verbal and written communication to all customers
  • Promote customer service ‘Best Practices’ at all times
  • Fulfill customer service requests via phone, email, mail, chat, in person or social media
  • Establish and maintain effective and cooperative working relationships and excellent customer service with dealers and consumers
  • Open and maintain customer accounts by recording account information
  • Resolve product or service problems by clarifying the customer’s complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
  • Manage large amounts of incoming calls
  • Identify and assess customers’ needs to achieve satisfaction
  • Build sustainable relationships of trust through open and interactive communication
  • Provide accurate, valid and complete information by using the right methods/tools
  • Meet personal/team sales targets and call handling quotas
  • Go the extra mile to engage customers

GENERAL

  • Weekly and monthly reporting to direct supervisor
  • Maintaining a sound understanding and adherence to the 509 quality policies
  • Must become proficient in the use of Netsuite ERP system
  • Perform other assigned tasks and duties as necessary

KNOWLEDGE & SKILLS

  • Strong customer service experience
  • Strong negotiation and customer relationship skills
  • Ability to evaluate and analyze data independently
  • Proven initiative and creative approaches to problem solving
  • MS Office including Excel, Word, and Outlook.
  • Strong attention to detail, goal oriented
  • Extremely strong task follow-through required

COMPLEXITY & PROBLEM SOLVING

  • Problem analysis and problem resolution at a functional level
  • Strong customer orientation
  • Computer proficiency
  • Commitment to excellent customer service
  • Excellent written and verbal communication abilities, including active listening skills
  • Ability to prioritize and manage multiple responsibilities

COMMUNICATION/INTERPERSONAL SKILLS

  • Excellent interpersonal and communication skills

WORKING CONDITIONS/PHYSICAL EFFORT

  • Responsibilities may require working evenings and weekends, sometimes with little advanced notice.
  • Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Inside work with no exposure to weather conditions.
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