Customer Service Representative II

Sonny's Enterprises • Tamarac, FL

3d • Onsite

About The Position

The Customer Service Representative II (CSR) ensures excellent customer service through fast and accurate order processing, customer communication, and coordination with other departments to resolve inquiries. This advanced-level support role uses in-depth product and policy knowledge to resolve customer questions and build and maintain customer relationships through prompt, accurate service that promotes satisfaction and loyalty.

The position requires full-time, on-site attendance at the Tamarac office. Scheduled hours are 11:00 a.m. to 8:00 p.m., with additional hours as needed.

Requirements

• High school diploma or GED.
• 3–5+ years of customer service experience.
• Ability to multitask, prioritize, and manage time effectively.
• Experience in a heavy call center environment, preferably in the parts/products industry rather than the service industry.
• Sales order system and order entry experience.
• Experience with office equipment, database and query software, and SAP.

Nice To Haves

• 2+ years of technical support or troubleshooting experience preferred.
• Inside Sales experience is a plus.

Responsibilities

• Provide exceptional customer service.
• Open customer accounts by recording account information and maintain customer records by updating account information.
• Resolve product or service problems by clarifying complaints, determining causes, explaining solutions, expediting corrections or adjustments, and following up to ensure resolution.
• Assist the Warranty/Returns team with orders and requests.
• Communicate with customers by telephone, email, or live chat.
• Answer inbound calls and provide accurate, timely information; forward calls as needed.
• Escalate complex issues to the appropriate helpdesk queues.
• Maintain status in assigned customer service queues.
• Keep up-to-date knowledge of products, policies, and procedures.
• Document trends and feedback for continuous improvement.
• Assist with orders for custom products or parts.
• Review the open order report daily.
• Work with purchasing to contact vendors as needed.
• Use tools, manuals, and catalogs to improve technical and product knowledge.
• Perform other duties as assigned.

Benefits

• 100% employer-paid medical plan for eligible employees.
• Employer-paid Short-Term Disability (STD) coverage.
• Voluntary employee-paid benefit options, including additional medical plan choices, dental, vision, flexible spending accounts (FSAs), Long-Term Disability (LTD), and life insurance.
• 401(k) plan with a Company matching contribution.

What This Job Offers

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