Position Function:

 

Respond to retailer and Genie/Overhead dealer inquiries and/or complaints regarding the company's product or services. Respond to calls on a daily basis, incoming and/or call-backs Answer customer chats pertaining to website orders, compatibility and pricing/coupon codes 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 Junior/Intermediate Level CSR's. Assist upper-management in routine office work and other tasks as needed.

 

 

Essential Duties and Responsibilities:

 

Maintain an accurate account of incoming telephone calls. Utilize PC efficiently (Oracle, ServiceCloud, Finesse, 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. Take, investigate and solve customer complaints. Interface with dealers, retail stores or distributors to solve customer problems. Provide non-warranty sales and/or service referrals for product, authorized service dealers or distributors. Mail/fax sales literature and service Information to customers. Provide follow-up with customer, retail store, dealer or distributor as necessary. Sorts and files all back-up paperwork. Process orders daily.

 

 

Other Responsibilities:

 

Process RA requests Print, process, mail RA labels Respond to portal inquiries for retailers Complete orders for technical incidents Process credits to consumer, retail store, dealer or distributor

 

Skills/Experience Requirements:

 

Exceptional telephone communication along with problem solving skills. Basic computer skills including data entry, Excel and Word. 5+ years prior customer service or telephone experience/employment. Must be capable of handling customer complaints in a satisfactory manner. Must be able to multi-task with little to no mistakes.

Education Requirements:

 

High School diploma or equivalent