Consumer Services Representative

Foresight • Rantoul, IL

132d • $19

About The Position

The position involves answering consumer inquiries by clarifying desired information, researching, and providing information through various communication channels including telephone, email, fax, regular mail, social media, and possibly Live Chat. The role requires resolving issues by clarifying problems, exploring answers and alternative solutions, and implementing the best solution. Handling consumer complaints must be done according to company guidelines. Responsibilities also include data entry of consumer call information into the database, generating mailing labels, and processing consumer replacement orders and accident replacement orders to ensure timely shipments. The position requires processing parts orders generated from various communication methods and assisting with RA requests or miss-shipment requests from dealers or sales representatives. Daily office functions include phone calls, filing, copying, faxing, correspondence, and email. The employee must maintain thorough knowledge of all company products and transfer calls to appropriate personnel when necessary. Safety and housekeeping responsibilities are also emphasized, along with flexibility in work schedule and tasks. Adherence to company policies and procedures is mandatory.

Requirements

• High school diploma or equivalent required.
• Associate degree in Business, Communications or related field desirable.
• 1-5 years of consumer service, help desk, or call center experience desired.
• Computer literate and proficient in Microsoft Office products.
• SAP experience desirable.
• Basic knowledge of sporting goods and associated equipment is desirable.

Nice To Haves

• Excellent consumer-relations skills.
• Strong telephone and communication skills.
• Solid comprehension, listening, and negotiating skills.
• Excellent intuitive, analytical, and problem-solving skills.
• Ability to execute tasks with a high degree of accuracy and attention to detail.
• Strong task prioritization skills.
• Filing and organizational skills.
• Ability to maintain a high level of energy and sense of urgency.
• Strong teamwork skills.

Responsibilities

• Answer consumer inquiries by clarifying desired information and providing information.
• Communicate with consumers through telephone, email, fax, regular mail, social media, and possibly Live Chat.
• Resolve issues by clarifying problems and exploring alternative solutions.
• Handle consumer complaints according to company guidelines.
• Perform data entry of consumer call information into the database.
• Generate mailing labels as needed.
• Process consumer replacement orders and monitor for timely shipments.
• Process parts orders generated from various communication methods.
• Assist with RA requests or miss-shipment requests from dealers or sales reps.
• Perform daily office functions including phone calls, filing, copying, faxing, and correspondence.
• Maintain records associated with tasks and assist Consumer Service Manager with special projects.
• Maintain a thorough knowledge of all company products and promotional items.
• Observe all safety rules and regulations.
• Follow 5S rules for workstation and common areas.
• Maintain a safe and clean work environment.
• Be flexible with work schedule and task changes.

Benefits

• Medical and dental insurance.
• Vision insurance.
• Disability and life insurance.
• 401K.
• Paid time off (PTO).
• Paid holidays.
• Gear discounts.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 101-250 employees