www.geniecompany.com

 

Respond to customer’s inquiries and/or complaints regarding the company’s product or services. Respond to calls on a daily basis, incoming and/or call-backs. Determine best method (s) to resolve problems to ensure customer satisfaction and adhere to company policies Inform customers of procedures and resolutions of problems. Provide follow-up to ensure customer satisfaction. Provide guidance and support to Lewisville CSR’s. Assist upper-management in delegating routine office work.

 

Essential Duties and Responsibilities:   Maintain an accurate account of incoming telephone calls. Operate computer terminal (JDE, Right Fax and/or other applicable programs as designated by specific job responsibilities) to order parts, enter service history and provide shipping/receiving dates. Process credit card, check  and in-warranty orders. Track packages/shipments through carrier. Provide detailed explanation of company policy and procedures in respect to warranty. Investigate and respond to customer order/billing inquiries and process credits if necessary. Take, investigate and solve customer complaints. Interface with dealers to solve customer problems. Provide non-warranty sales and/or service referrals for product, authorized service dealers or distributors. Mail/fax/email sales literature and service information to customers. Provide follow-up with customer, retail store, distributors and/or dealer as necessary. RightFax acknowledgement of credits and invoices.  Mail rejections of RightFax.