Customer Service Representative

Location: Maryville, TN

Schedule: Mon through Fri from 8:30 - 4:30

The purpose of this position is to ensure that Boatmate customers receive superior Customer Service in a timely, courteous, and quality-driven manner.

Essential Functions

• Assist customers with inquiries and grievances by telephone, email, online chat, or in person.
• Provide product support, warranty information, and assist customers with parts orders, product inquires, and website/portal navigation.
• Resolve product or service grievances by defining the cause of the problem, determining the best solution, explaining the best course of action, executing, and then completing follow up.
• Ensure that appropriate actions are taken to resolve customer’s grievances in a timely manner.
• Escalate customer complaints or questions to specialists or management, as appropriate.
• Assist customers with warranties, claims processing, certificates of origin and more.
• Provide pricing, delivery, and order information for reimbursement or replacement parts.
• Ensure all actions are in compliance with rules, regulations, policies, and procedures.
• Complete other duties and cross-training activities as assigned.

Qualifications

• High school diploma or equivalent required
• Minimum of two (2) years Customer Service experience required

Specialized Knowledge

• Ability to type a minimum of 50+ words per minute (WPM)
• Knowledge of clerical procedures and systems such as operating computers and multi-line telephones, as well as navigating websites, using search functions and word processing
• Familiarity with metal fabrication, surge brake systems preferred
• Basic understanding of mechanics preferred

Competencies

• Excellent problem-solving skills
• Advanced communication skills
• Strong time management skills are required to ensure customers receive prompt assistance and follow-up on issues, parts deliveries, and emails
• Ability to actively listen to customer needs and provide friendly service
• Ability to work both independently and as part of a team to ensure customers receive prompt assistance
• Willingness to help where and when needed, beyond the scope of normal day-to-day duties

Physical Requirements

• Prolonged periods of sitting or standing at a desk while operating a phone and computer
• Ability to lift up to 50 pounds

Occupational Conditions

• Manufacturing facility – must comply with all safety regulations and PPE requirements.

AAP/EEO Statement

To provide equal employment and advancement opportunities to all individuals, employment decisions at Boatmate Trailers, LLC will be based on accountability, merit, qualifications, and abilities. Employment decisions shall comply with all applicable federal, state and local laws prohibiting discrimination or harassment in the workplace. Boatmate Trailers LLC does not discriminate in employment opportunities or practices based on race, religion, sex, national origin, age, disability, veteran status, or any other characteristic protected by law.

Job Type: Full-time

Pay: From $20.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 2 years

Shift:

• Day shift
• No nights

Weekly day range:

• Monday to Friday

Work setting:

• In-person

People with a criminal record are encouraged to apply

Application Question(s):

• This position requires a good deal of mechanical knowledge, as our representatives help customers with parts, maintenance and troubleshooting questions. Please your mechanical aptitude (e.g., familiar with basic tools, can perform basic maintenance on vehicle, prior experience in manufacturing, knowledge of RGB lights or brake systems, etc.)
• Are you familiar with metal fabrication and/or surge brake systems?

Please note, this is not a requirement for the position.

Experience:

• manufacturing/production: 1 year (Preferred)
• Customer Service/Office: 2 years (Required)

Ability to Relocate:

• Maryville, TN 37801: Relocate before starting work (Required)

Work Location: In person