Consumer Service Representative

Scope:
The Consumer Service Representative will have the ability to answer all inbound calls through the phone queue, on-line chat, and ticketing system. The rep will place phone orders, possess basic product knowledge, as well as have a basic understanding of the product warranty and its parameters. This position will predominantly deal with consumers, retail store representatives, internal account reps and possibly installers/agents.
Key high-level deliverables will include:
Providing outstanding consumer/customer support to inbound callers and internal departments. The ability to effectively prioritize incoming tasks, maintain professionalism, remain autonomous in primary duties, all while resolving issues, is key to success in this position.
Primary Responsibilities:

• Take inbound phone calls / make outbound calls
• Use of ticketing system to create cases and follow-up
• Data entry-enter service orders as needed
• Provide product support, when necessary, utilize retail websites and shipping websites
• Ability to communicate clearly, concisely, and professionally
• Use phone, e-mail, and online chat communications regarding products
• Communicate with consumers, delivery agents and retail store representatives regarding shipment and order status
• Create further actions and incident reports for warranty issues that fall beyond rep’s authority to resolve
• Ability to utilize assembly booklets
• Self-motivated, dedicated, and takes pride in their work
• Commitment to getting tasks completed timely and efficiently
• An understanding of the importance of developing, and maintaining, internal and external relationships with consumers, coworkers, and customers

Supervisory Responsibilities:

• None

Position Type/Expected Hours of Work:

• Labor Category – Non- Exempt
• Hybrid work – On-site and Remote. Internet access at remote location required
• Expected schedule –Saturday-Friday, 1st shift, 40-hour schedule
• Compensation for this position is $17.00 per hour

Travel:

• None

Work Environment:

• While performing the duties of this job, the employee regularly works in an office environment-
• Percentage of Travel - 0%
• Percentage of Office - 100%
• Percentage of Manufacturing - 0%
• Percentage of Distribution - 0%

Physical Demands:

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
• While performing the duties of this job, the employee is regularly required to use hands and fingers to handle, feel, or operate objects, tools or controls, and reach with hands and arms. The employee is frequently required to stand, talk, and hear.
• Infrequent heavy lifting

Required Education and Experience:

• Required to understand and communicate in English
• High School Diploma or General Education Degree (GED)
• Excellent verbal and written communication and interpersonal skills
• Call center environment experience preferred
• Basic typing and computer/internet proficiency preferred; WPM 40-50
• Knowledge of Zendesk, Microsoft Dynamics 365 a plus
• Minimum 1 year experience in the same job; experience with customer interaction (such as a store clerk or waiting position) preferred

Competencies/Skills:

• Ethics – treat people with respect, honest with customers and coworkers
• Organizational support – follows policies and procedures; supports organizations goals and values
• Know all systems rules and procedures and basic customer contracts within our company
• Quality – demonstrates accuracy and thoroughness
• Quantity – completes work in a timely manner
• Teamwork – supports everyone’s efforts to succeed
• Personable, positive, and able to remain friendly and engaged during calls.
• Strong multitasking and organizational skills
• Self motivated and career minded, with a strong work ethic.
• Excellent and professional Consumer Service- serves as an advocate for the consumer, responds accurately and promptly to customer needs
• Excellent communication skills and phone presence; ability to be empathetic to consumers

Other Duties

• Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.