Customer Service Representative

A leader in quality, service, selection, and value. This award-winning company has over 40 years’ experience in crafting fine window furnishings. They are socially responsible in their manufacturing and forestry and are one step closer to changing the future. Their award winning products have a global reach and exceed industry standards.

We are seeking a dedicated and detail-oriented individual to join our team as a Customer Service Representative. The ideal candidate will possess strong communication skills, a commitment to excellence in Customer Service, and the ability to thrive in a fast-paced environment. As a Customer Service Representative, you will play a crucial role in providing support to our customers and ensuring their satisfaction with our products and services.

Pay: $20.00/hr

Status: Temp to hire

Location: Lewisville, Texas

Schedule: Monday to Friday, must be flexible to work between 6:00am to 6:00pm

We expect all employees to adhere to the following standards:

• Maintain strong personal ethics and a high level of service.
• Demonstrate respect and courtesy towards peers and customers.
• Uphold a professional image in all interactions.
• Exhibit strong listening skills to effectively handle challenging situations.
• Strive for effectiveness and efficiency in all tasks.
• Foster a teamwork-oriented environment and embrace cross-training opportunities.
• Learn and utilize standard and specialized computer software packages.
• Embrace innovation and contribute to positive change initiatives.
• Respect company policies, procedures, and confidentiality guidelines.
• Establish and prioritize tasks effectively.

What you’ll be doing:

• Respond to customer inquiries via telephone, email, or chat to provide product status updates.
• Navigate and utilize internal systems for tracking orders and shipments.
• Track orders on carrier websites and gather additional shipment information as needed.
• Communicate effectively with carriers to address shipment-related inquiries.
• Understand the logistics of both domestic and international freight movements.
• Develop a basic understanding of our product lines.
• Transfer calls appropriately when necessary.
• Enter notes for orders on internal systems.
• Assist customers with troubleshooting website issues.
• Retrieve dealer information from internal systems.
• Navigate and utilize internal tools for customer support.
• Assist with basic RGA requests.
• Act as a liaison between customers and shipping teams.
• Manage research and follow-up for will call orders.
• Coordinate with shipping department on carrier-related issues.
• Handle emails from suppliers regarding shipment details.
• Investigate reasons for product returns.

Non-Essential Job Duties:

• Perform additional duties as assigned.

What you bring to the table:

• Possess basic problem-solving skills.
• Demonstrate attention to detail and accuracy.
• Exhibit strong verbal and written communication skills.
• Apply analytical thinking to resolve basic issues.
• Ability to build relationships and collaborate effectively with colleagues and stakeholders.
• Proficient in Microsoft Office Suite (Word, PowerPoint, Excel, Outlook) and Zoom.
• Familiarity with Genesys Pureconnect or similar interactive phone systems.
• Ability to proactively address customer concerns and collaborate with leadership when necessary.

Note: This job description is not exhaustive and may be subject to change or modification at the discretion of the company.

Job Type: Full-time

Pay: $20.00 per hour

Expected hours: 40 per week

Benefits:

• Dental insurance
• Health insurance
• Vision insurance

Shift:

• Day shift

Weekly day range:

• Monday to Friday

Work setting:

• In-person

Ability to Relocate:

• Lewisville, TX: Relocate before starting work (Required)

Work Location: In person