Customer Service Representative

Job Summary:

As a Customer Service Representative (CSR), you bring value to the organization with your ability to handle virtually any customer related situation, regardless of their difficulty, with Integrity, Excellence, and a Servant’s Heart. The Customer Service Representative takes ownership of every customer inquiry – whether from a Store Manager, Distributor, Customer, or Store Owner - to deliver complete and thorough resolution or enlist the appropriate resources to that same end, ultimately delivering the best possible customer experience. Works under close supervision.

Key Responsibilities:

• Triages incoming inquiries to efficiently discern, resolve and/or reassign to the appropriate resources for resolution.

• Leverages appropriate technology and resources to thoroughly research and address the root cause of customer inquiries.

• Maintains customer accounts and the details of each customer interaction within the Customer Relationship Management (CRM) tool.

• Ensures Partner satisfaction by providing back-end office support for sales, ordering, invoicing, shipping, warranties and other business-related needs.

• Adheres to all established service level expectations and performance standards.

• Provides critical feedback to Customer Service leadership regarding trends, exceptions, or other unusual experiences.

• Other related duties as assigned.

Qualifications:

• High school diploma or GED is required.

• 1 - 2 years customer service experience preferred.

• Must be fluent in English with excellent verbal and written communication skills; fluent in Spanish is a plus.

• Able to communicate effectively with all levels of internal and external customers.

• Must possess superb telephone etiquette and have solid vocabulary and math skills.

• Motivated self-starter with pleasant personality and professional demeanor.

• Able to use reason and critical thinking to identify, research, and resolve various issues.

• Must be organized with strong time management skills. 

• Proficient with general office machines (PC, copier, fax, etc.) and Microsoft Office components (Outlook, Word, Excel).

• Dependable and consistent performance and attendance. 

• Battery, automotive or industrial knowledge helpful but not required.

• Accurate typing at least 35 words per minute.

• Ability to manage multiple tasks while maintaining a high level of accuracy.

• Ability to focus in an open work environment with multiple distractions.

• Available to work within business hours of 7:00 AM to 7:00 PM.

Scope Data:

• Interfaces and communicates with various internal and external customers.

Work Environment:

• Ability to sustain posture in a seated position for prolonged periods of time.

• Regularly required to use hands to grasp or handle, talk and hear, stand and walk.

• Specific vision abilities include close vision, depth perception and ability to adjust focus.

• Ability to occasionally lift and/or move 20+ lbs.

• Prolonged use of personal computer & telephone with a headset.