Customer Service Representative: Phone/Email

SD WHEEL CORP • Wrightstown, WI

327d

About The Position

A Customer Service Representative (CSR), will act as liaison, provide information on product and services and resolve any emerging problems that our customers encounter, with accuracy and efficiency. A CSR is genuinely excited to help customers. Patient, empathetic, and passionately communicative. Loves to talk and can put yourself in the customers’ shoes and advocate for them when necessary. Problem solving comes naturally. Promote confidence in troubleshooting and investigate when you don’t have enough information to resolve issues/complaints. The goal is to ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction.

Requirements

• High School Graduate or General Education Degree.
• 1+ years of prior customer service experience.
• Possess specialized skills/knowledge in areas such as warranties, returns, damage claims, negative reviews, etc, is preferred.
• Ability to work independently and as part of a team.
• Strong teamwork and collaboration skills.
• Creativity, customer focus, and strong attention to detail.
• Problem solving and decision-making skills.
• Organizational and analytical skills.
• Clear verbal and written communication skills.
• Possesses specialized skills with warranties, returns, damage claims, negative reviews, etc.

Responsibilities

• Complete and fulfill job duties/tasks with minimal supervision.
• Focus daily work on either phone calls, emails, or both, at the direction of CS Lead.
• Follow standard service operations and customer requests. May need occasional guidance to accurately resolve detailed requests.
• Complete stat sheet/checklist daily.
• Communicate with customers, while fulfilling requests/resolving issues/processing returns/etc.
• Emails are formatted properly (intro, body, closing) and replies are thorough, accurate, and comprehensive.
• Phone calls are answered in the proper tone to serve customer requests.
• Standard procedures around returns and warranties are followed with precision.
• Follow up contact is completed in line with standards to keep customers aware of the status of their issue.
• Go the extra mile to engage with customers.
• Exceed Enterprise efficiency and quality metrics (quality, speed, accuracy, productivity).
• When possible, reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Benefits

• Remote work after training period.
• Open and honest communication with leadership and peers.
• Track your own hours both honestly and accurately.

What This Job Offers

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