Customer Sales Representative II
About The Position
The Customer Sales Representative II communicates with customers by telephone, live chat, and email to assist with product orders, resolve order discrepancies and shipping issues, and address other customer needs. The role focuses on customer retention and satisfaction, achieving call center metrics, identifying additional sales opportunities, resolving complex customer issues, and promoting world-class customer service by building trust and taking ownership of customer concerns. The position also supports new-hire training and integration, identifies customer-query trends, recommends process improvements, and works collaboratively with warehouse personnel, outside sales, and other teams. Employees are expected to prioritize daily tasks, expand their product knowledge through continuous self-training, and perform other duties assigned by management.
Requirements
- Minimum high school diploma or GED.
- Two years of prior call center or customer service experience.
- Ability to balance multiple priorities.
- Ability to work under pressure.
- Positive, customer-oriented service attitude.
- Excellent written and verbal communication skills.
- Ability to type at least 40 words per minute.
- Basic computer literacy.
- Regular, consistent, and predictable attendance.
- Ability to use office equipment and computers, including repeatedly performing the same movements when entering data.
- Ability to work collaboratively in a team environment.
- Ability to remain stationary, often standing or sitting for prolonged periods.
- Regular use of hands and fingers to handle, control, or feel objects, tools, or controls.
- Ability to communicate with others to exchange information.
- Ability to speak clearly so listeners can understand and understand the speech of another person.
- Ability to focus on one source of sound while ignoring others, and to hear sounds and recognize differences between them.
Nice To Haves
- Experience with appliance parts or major home appliances preferred.
- Bilingual skills are a plus.
Responsibilities
- Answer inbound customer service phone calls.
- Correspond with customers through email and live chat.
- Achieve call center metric targets and customer satisfaction objectives.
- Perform advanced customer service representative functions.
- Identify, research, and resolve complex, routine, and non-routine customer issues through problem-solving and decision-making.
- Recognize and act on opportunities for additional sales.
- Troubleshoot and resolve order discrepancies.
- Collaborate with warehouse personnel to resolve shipping conflicts.
- Partner with the outside sales team on customer satisfaction issues.
- Promote world-class customer service by building customer trust and taking ownership of customer issues.
- Facilitate new-hire training and integration.
- Recognize and document trends in customer queries and relay them to supervisors.
- Maintain customer relationships by handling problems with concern, speed, and professionalism.
- Direct customers to appropriate resources.
- Recommend process improvements.
- Prioritize daily tasks and demands with flexibility.
- Work as a team player and support organizational needs.
- Engage in continuous self-training to expand product knowledge.
- Perform other duties as assigned by management.
Benefits
- Paid vacation and sick time.
- Medical, dental, and vision insurance.
- Company-paid disability and life insurance.
- 401(k) plan eligibility for employees over 18.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
