Customer Service RC Technical Expert

Amain.com•Charlotte, NC

4d•Onsite

About The Position

As a Customer Service RC Technician at AMain Inc. you will foster business relationships with loyal customers from all over the world. You will use your experience in the industry and/or hobby to recommend hobby products appropriately and accurately to customers, troubleshoot sometimes complex mechanical problems, research product compatibility, and provide fantastic customer support via telephone, email, and Live Chat.

Requirements

Significant experience in the RC industry and/or with the hobby of RC cars is absolutely necessary to apply.
Must have extensive technical expertise and familiarity with RC Cars.
Intermediate Language Skills: Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization
Basic Mathematical Skills: Able to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals Ability to compute rate, ratio, and percent, and to draw and to interpret bar graphs
Must be able to distinguish characteristics of products and represent in a fashion that will engage the customer.
Computer literate (knowledge of Excel, Microsoft Office, E-mail, Internet) with the ability to learn new software applications
Able to type at least 25 w.p.m.
Ability to work and multi-task in a fast-paced, growing business environment
Good work ethic, ability to work well in team-oriented environment
Able to share information about customer trends, products, vendor partnerships and other company related information to all employees routinely
Organizational skills, filing, labeling and other clerical needs
Attention to detail a must
Must be able to sit frequently, stand and walk on an occasional basis
Must be able to use your hands frequently
Must be able to reach with hands and arms frequently
Must be able to climb or balance occasionally
Must be able to stoop, kneel, crouch, or crawl on an occasional basis
Must be able to talk and hear frequently
Must be able to lift up to 20lbs occasionally
Must be able cope with moderate office noise (examples: Call Center with computers, printers, employees talking, light traffic)
Have a friendly and engaging personality
Comfortable working with members of the public
Should have a confident manner
Must be helpful and polite
Able to work as part of a team
Should be of clean appearance and articulate

Nice To Haves

Other Hobby related product experience including RC airplanes, RC helicopters, and Multirotors is very useful

Responsibilities

Answer and appropriately reply to inbound calls, live chats, and emails as necessary in a manner that resolves the issue. This includes troubleshooting technical problems related to the products in the industry.
Recommend, select, and help locate or obtain merchandise based on customer needs and desires.
Help customers make selections by building customer confidence.
Describe merchandise and explain use or demonstrate operation and care of merchandise to customers.
Maintain knowledge of current sales and promotions.
Input orders through web-based commerce cart.
Assist the Returns department as needed with return related technical issues related to the products we sell.
Apply knowledge about company policies, procedures, and pricing to best meet customer needs: Price Matches Discounts off Orders Bulk Deals Other agreement-based scenarios Return Policy Repairs Vendor Partnerships Warranty Claims Inventory ETA’s
Identify research and resolve customer issues such as: Miss-shipped parts Product discrepancies Account situations Order related topics. Utilizing a computer system and workstation with dedicated programs, enhancing the customer experience.
Issue refunds/credit as necessary, based on customer order related topics.
Recognize, document, and alert the Management of trends in customer contacts.
Verification of inventory through the Distribution Center (discrepancies) by taking the initiative to research and identify merchandise.
Understand company return and exchange policies.
Explain policies to customers and accept returns as needed.
Review new inventory on website and in Distribution Center to promote sales.
Report any business concerns or discrepancies to the Management.
Communicate ideas for better organization, smoother workflow, suggestions, etc., to CS Manager.
Contribute to team effort by accomplishing related department tasks as needed or directed by CS Manager.
Keep work area neat and organized and perform other related duties as assigned.
Review and verify accuracy and quality of returned items prior to processing credit
Contact customers to reconcile return discrepancies
Make outbound sales calls on products
Assist with Inventory Quality Control
Packaging of in-house brand products
Internal employee swap to learn other departments (must be open to schedule changes)