Customer Care Specialist

Rinnai America Corporation • Peachtree City, GA

5h • Onsite

About The Position

The Customer Care Specialist delights customers by answering and resolving questions through phone and digital channels. The role provides prompt product support to consumers and responds to general inquiries about product registration, warranties, and product issues. It also processes orders and logs problem incidents using desktop tools.

This position is located at 103 International Dr., Peachtree City, Georgia. The schedule is flexible and may rotate between 8:00 a.m. and 8:00 p.m. Eastern Time, based on business and customer-support needs. Occasional evenings, weekends, holidays, and on-call shifts may be required. Overtime may also be required.

The role focuses on consumer support for Rinnai products, particularly tankless water heaters and consumer applications and settings. The specialist handles inquiries, documents issues and resolutions, assists with parts orders and related paperwork, and coordinates with customers, distributors, Purchasing, and service providers. The position also requires maintaining current product and parts knowledge, following company processes and policies, and performing other duties as assigned.

Requirements

• High school diploma or equivalent.
• At least 3 years of demonstrated strong customer service experience.
• Proven experience and knowledge servicing customers effectively in a multichannel work environment.
• Knowledge of customer-resolution techniques.
• Intermediate computer skills and proficiency with MS Office.
• Confident, professional, courteous telephone techniques.
• Excellent verbal and written communication skills.
• Effective time-management skills, including the ability to listen and follow through with appropriate action.
• Comfort with sales techniques for presenting value-added services to customers.
• Ability to work a rotating schedule between 8:00 a.m. and 8:00 p.m. Eastern, including weekends and holidays.
• Ability to work cooperatively and effectively as part of a team.
• Ability to build and maintain effective relationships with staff at all levels and with customers.
• Strong customer-service orientation, adaptability, and flexibility.
• Ability to plan and work with minimal supervision.
• Approachability and ability to establish rapport.
• Ability to handle extensive or high volumes of paperwork and digital data.
• Attention to detail and accuracy.

Responsibilities

• Apply Rinnai’s customer service philosophy when assisting consumers who inquire about company products.
• Handle consumer and customer inquiries by telephone, email, or other communication channels completely, promptly, and accurately.
• Support consumer-resolvable technical issues involving Rinnai products, including tankless water heaters and consumer applications and settings; refer customers to PRO network service providers when professional assistance is needed.
• Document inquiries, customer needs, issues, and resolutions in the established tracking system.
• Use available technologies and product literature and follow established processes to ensure accurate and effective handling of inquiries.
• Help customers determine the parts they need and accurately enter and process parts orders.
• Work with Purchasing to identify parts needs and arrange timely replenishment of inventory.
• Respond to distributor and customer requests for current parts lists and pricing.
• Process paperwork for parts-order credits related to shipping damage, incorrect shipments, and similar issues.
• Maintain detailed, current knowledge of company products and parts.
• Respond to questions about order and return shipping status.
• Quote repairs and obtain approval for repairs or shipments.
• Monitor order status and expedite deliveries as needed.
• Provide feedback on updates needed to internal and external Knowledge Bases.
• Comply with company policies and procedures and perform other duties as assigned.

Benefits

• Medical, dental, vision, and prescription coverage.
• Flexible Spending Account options for medical and dependent care.
• Paid time off and floating holidays.
• Paid holidays.
• 401(k) plan with company match.
• Company-paid life insurance.
• Voluntary life insurance.
• Short- and long-term disability.
• Professional development.
• Tuition reimbursement.
• Annual Incentive Plan.
• Referral bonuses.
• Paid Volunteer Community Service Day.
• Employee, family, and friends discount.
• Health benefit programs with eligibility beginning on the first day of employment.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED