Customer Service Representative

Job Description – Boca Bearings Company

Title: Customer Service Representative (CSR)

Reports to: Head of Sales

Location: Boca Bearings Office, Boynton Beach FL (remote will not be considered)

A Successful Candidate:

The Boca Bearing Company has been an industry leader in bearing replacement for over 30 years. We are well known in the retail industries like fishing, motorcycles, bicycles, and remote-controlled cars. Having a strong personal interest in outdoor recreation will be a big help.

Each day we receive many sales inquiries via phone, chat, and email. The CSR is responsible for handling an array of customer-facing duties. These contacts are important to our business as these relationships often become larger customers. Demonstrating commitment to customer satisfaction is critical to success in the position.

Throughout all these interactions the CSR must maintain a high level of professionalism. Each interaction affects the company’s bottom line in either a positive or negative way, so a great CSR adds value to Boca Bearings.

Job Purpose: To resolve product or service situations by clarifying the customer issue; determining the cause; explaining the best solution; expediting correction or adjustment and following up to ensure resolution. To attract and retain customers by answering product and service requests as well as suggesting information about other products and services. To maintain customer accounts in our computer system by recording and updating account information.

Job Detail:

MANAGE INCOMING REQUESTS: CSR’ main priority is efficiently dealing with a high volume of incoming calls, emails, and chat support requests. They are responsible for quickly assessing each customer’s needs and properly prioritizing the request. The CSR follows communication procedures promptly & professionally to ensure customer satisfaction.

MAINTAIN ACCOUNT DATA: The job of a CSR also involves administrative responsibilities such as processing new client accounts, maintaining existing customer accounts, implementing changes to accounts, filing documents and other paperwork.

PROVIDE ACCURATE INFO: A CSR provides customers with information about orders as well as the company’s specific products and services. They convey confidence to customers by being able to quickly answer questions and alleviate concerns. CSR must constantly stay ahead of changing policies and procedures.

BUILD RELATIONSHIPS: CSR differentiate themselves by the customer experience that they deliver, not the products that they sell. They understand that continuously learning about their customers will deepen their customer relationship and will go a long way to improving Customer Service. The CSR is the first point of contact that will greatly affect the lifetime value of a customer.

Job Compensation

Salary: $45,000 – $55,000

Year End Performance Goals:
- See Key Performance Indicators (KPI's) attached.

Monthly Profit Sharing:
- 1/2 Share After 3 Months
- Full Share After 6 Year

Health Insurance:
- 73% After 3 Months

401K Safe Harbor Plan
- Company Funds 3% After 1 Year

Experience: You must have proven customer support experience, strong communication skills, familiarity with IT tools, and an ability to manage time effectively.

Daily Priorities:

1. Answer Phones · 90% Answer Rate on your extension

2. Email Support · Fast follow-up on inbound emails each week

3. Chat Customer Service · 90% Answer Rate

4. Process Inbound Web orders · 100% processed daily

5. Customer Support at our on-site Customer Pick-Up Counter

Job Type: Full-time

Pay: $45,000.00 - $55,000.00 per year

Benefits:

• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance
• Work from home

Experience level:

• 4 years

Weekly day range:

• Monday to Friday

Work setting:

• In-person
• Office

Application Question(s):

• Pass Background Check

Experience:

• Professional Office Customer Service: 5 years (Required)

Work Location: In person