Customer Service Rep
About The Position
This role involves interacting with customers to provide information about products and services, process orders, handle account changes, and resolve complaints. The representative will be responsible for ensuring customer issues are addressed, maintaining records of interactions, and facilitating solutions such as exchanges or refunds. Additionally, the role requires completing necessary forms, determining service charges, collecting payments, and potentially soliciting sales for new products or services. A key aspect is analyzing complaints, comparing merchandise, and recommending process improvements.
Requirements
- Proven customer service experience in retail, service or manufacturing environment.
- Ability to present a calm demeanor during tense or stressful situations.
- Self-motivated, organized individual who is proficient with internet and computer skills.
- Strong interpersonal, written and oral communication skills.
- Knowledge or willingness to learn Shop Vac and/or SK Tool products.
- Must be able to follow directions and adhere to all Shop Vac / SK policies and procedures.
Responsibilities
- Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints.
- Check to ensure that appropriate changes were made to resolve customers' problems.
- Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
- Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.
- Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers.
- Refer unresolved customer grievances to designated departments for further investigation.
- Determine charges for services requested, collect deposits or payments, or arrange for billing.
- Solicit sales of new or additional services or products.
- Obtain and examine all relevant information to assess validity of complaints.
- Compare disputed merchandise with original requisitions and information from invoices and prepare invoices for returned goods.
- Recommend improvements in products, packaging, shipping, service, or billing methods and procedures to prevent future problems.
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What This Job Offers
Career Level
Mid Level
Education Level
No Education Listed
Number of Employees
11-50 employees
