Customer Support Representative - Remote

The Customer Support Representative position is responsible for providing a full-service response to our customers, our field team, and all other inquiries. Effectively handles and resolves inquiries around Merchandising, Inventory, Advertising, and various other True Value products and programs.

• Flexibility to work different start times (in order to support different time zones)
• Ability to work remote (within the Chicago local and suburban market)
• Must be able 5 days a week a week and one day a weekend
• Pay Rate Up to $26.00 per hour *** based on skills and experience

Responsibilities (May perform other duties and responsibilities, as assigned).

1. Answers inbound calls and digital inquiries, determines the issues/information required by the requestor. Documents the inquiry into the CRM system, resolves and delivers solutions and if necessary, forwards the inquiry on to the appropriate area. Monitors systems to ensure that all inquiries are resolved within 24 hours.

2. Responds and resolves inquiries from various stakeholders.

3. Analyzes departmental reports and identifies problem areas. Works and communicates with various department managers to help determine solutions and possible new procedures for ongoing areas of concern. Relays customer feedback to appropriate departments.

4. Provides information on new and existing programs and departments, to effectively guide and educate customers on all areas of the company.

5. Manages, reviews, places, or edits various types of orders. Researches invoices and claims, as necessary.

6. Organizes and maintains information for departments, programs, vendor information in the CRM system.

7. Collaborates with other teams to address inquiries.

8. Adheres to company policies and procedures.

Education & Experience

• High School Diploma or equivalent work experience.

• 1-3 years of experience, preferably in a call center, office, or retail environment.

• Intermediate knowledge of MS Office (Word, Excel, and PowerPoint).

Licenses & Certifications: N/A

Physical Requirements:

• Balancing, Climbing, Crouching, Hearing, Kneeling, Lifting, Pulling, Pushing, Reaching, Repetitive Motion, Seeing, Sitting, Standing, Stooping, Talking, Typing, Visual Acuity, Walking

Work Environment:

Generally, works in climate-controlled office environment.

Travel: Travel may vary in length and duration.

Experience

• 1 - 3 years: Preferably in a call center, office, or retail environment.

Education

• High School or better