Customer Service Representative

Job Summary:

The Customer Service Representative will interact with the company’s customers by addressing inquiries and resolving complaints in the Service Department.

Supervisory Responsibilities:

· None

Duties/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.

· Dispatch technicians based on the location, appliances, fees and type of issue.

· Highlight lack of technicians in certain areas for service management to recruit one.

· 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.

· Review turnaround time and escalate to management.

· Maintains customer accounts and records of customer interactions with details of inquiries, complaints, or comments.

· Performs other related duties as assigned.

Required Skills/Abilities:

· Excellent communication skills including active listening.

· Appliance Service experience preferred.

· Service-oriented and able to resolve customer grievances.

· Proficient computer skills with the ability to learn new software. Knowledge of Microsoft Suite including Word and Excel.

Education and Experience:

· High school diploma or equivalent.

· Customer service experience required.

Physical Requirements:

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

· Must be able to lift up to 15 pounds at times.

Job Type: Full-time

Pay: $22.00 - $31.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Parental leave
• Referral program
• Vision insurance

Experience level:

• 3 years

Shift:

• 8 hour shift
• Day shift

Weekly day range:

• Monday to Friday

Work setting:

• Hybrid work

Ability to Relocate:

• Kearny, NJ 07032: Relocate before starting work (Required)

Work Location: Hybrid remote in Kearny, NJ 07032