Customer Service Representative

POSITION SUMMARY
The Customer Service Representative will support the management of incoming calls, e-mails, and chats, and will help develop brand identity with new and existing customers, as well as classify and assess customers' needs to achieve satisfaction. This position will be the front-line contact between the company and the customer and will provide support to all areas pertaining to Customer Service. The representative will examine, analyze, and document relevant details to assure accurate data entry and will require knowledge of Customer Service policies, processes, and related systems to meet and exceed customer expectations.
CORE FUNCTIONS
• Provide exceptional Customer Service by meeting and exceeding customer expectations with our internal and external customer base.
• Act as a liaison, provide product information and resolve any emerging problems that our customers might face with accuracy and efficiency. Acknowledge and solve customer complaints.
• Answer general inquires on pricing, orders, minor install issues, missing hardware, warranty, and general product information lookup.
• Provide exceptional service and support to both internal and external customers via all channels. Must be knowledgeable of, and communicate effectively, all features and benefits of products to customers.
• Handle high volume of inbound customer touchpoints via multiple channels (phone, email, web, chat or social).
• Maintain a positive, empathetic, and professional demeanor at every customer touchpoint.
• Achieve established goals or deadlines set for the department via leadership.
• Ensure accuracy of customer records and update as needed.
• Keep records of customer interactions, transactions, comments, and complaints.
• Complete customer transactions, documentation, and/or data entry in a timely manner.
• Display high levels of accountability by following instructions or guidance provided by leadership; ability to apply feedback to improve performance. Takes responsibility for own actions.
• Continuously improve job specific skills, system comprehension, and technical acumen in vehicle/product knowledge through training.
• Perform additional duties, as assigned.
QUALIFICATIONS & REQUIREMENTS
Education and Experience
• High school diploma or GED is required. Technical Certification or Associates Degree preferred.
• 1+ years of Customer Service, hospitality, technical support, or related work experience is required. 2-5 years of experience preferred.
Required Licenses
• None.
Skills, Abilities, and Knowledge
• Ability to effectively use Microsoft Office Suite, including Outlook, Word, and Excel.
• Excellent written and oral communication skills. Ability to maintain/exceed overall performance with high levels of accuracy.
• Ability to demonstrate flexibility and innovation to resolve problematic issues in a professional manner.
• Advanced organization, prioritization, and attention to detail skills.
• Able to resolve conflict with ease and compassion
• Ability to work independently or with others in a fast-paced environment with constant interruptions.
• Excellent attendance and dependability.
• Ability to respond to common inquiries or complaints.
• Demonstrate proficiency with multilateral computer systems and technology.
• Flexible schedule with the availability to work weekends and holidays.
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form
• Promotes a team atmosphere through a positive attitude and working well with others.
Pay and Benefits:
• Comprehensive medical, dental, and vision health insurance eligibility within 30 days of your date of hire.
• Company paid life insurance, short- & long-term disability.
• A matched 401k savings program to plan and save for your retirement.
• Educational assistance to continue in college or pursue additional skills and further your career.
• Big discounts on great Truck Hero products for you, your family, and friends.
Travel
• Travel is not required.
COMPETENCIES
• Adaptability - Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events
• Customer Service - Responds promptly to customer needs; Responds to requests for service and assistance; Meets commitments.
• Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; commits to long hours of work when necessary to reach goals. Completes tasks on time or notifies appropriate person with an alternate plan.
• Interpersonal Skills - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others ideas and tries new things
• Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
• Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to other views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Supports everyone's efforts to succeed.
• Technical Skills - Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others.
• Verbal Communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.
• Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.
SUPERVISOR RESPONSIBILITIES
• This position has no supervisor responsibilities.
PHYSICAL REQUIREMENTS
• This position is subject to Sedentary Work: Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects. Sedentary work involved sitting most of the time. Walking and standing are required only occasionally.
Physical Activities
• This position is subject to the following physical activities: talking, hearing, and the use of hands, fingers, and wrists in repetitive motions.
Visual Acuity
• The worker is required to have close visual acuity to perform an activity such as preparing and analyzing data and figures; transcribing; viewing a computer terminal; expansive reading; visual inspection involving small defects, small parts and/or operation of machines (including inspection); using measurement devices; and/or assembly of fabrication of parts at distances close to the eyes.
Working Conditions
• This position operates in a professional office environment. This role routinely uses standard office equipment.