Customer Service Representative Tier III

Rural King Supply • Mattoon, IL

1d

About The Position

As a Customer Service Representative Tier III, you will be a key member of the Customer Service Team, serving as a willing and able resource for other CSRs. You will be an important partner with all internal teams, including eCommerce, Stores, and Marketing. Your role involves responding to user inquiries and complaints through various channels such as email, phone, chat, or social media, offering solutions, and guiding customers through the purchase to delivery process. You will collaborate with the Customer Experience team to ensure FAQs and knowledge base articles are accurate and relevant, and that documentation is user-friendly and accessible. Additionally, you will gather feedback from users to understand their needs and challenges, report bugs and issues to the eCommerce team, and collaborate with them to prioritize feature requests. You will act as the first line of escalation for customers, sending complex issues to higher-level support or specialized teams, and ensuring critical issues are resolved promptly. You will make a meaningful impact by driving positive changes in the lives of our customers and the communities we serve. You will collaborate with a team of talented professionals who are enthusiastic about their work and strive for excellence every day. You will provide friendly and professional customer support, aiding customers with inquiries, concerns, and issues promptly and effectively. You will assist with customer contacts when volume levels are elevated, including phone, chat, or email. You will develop a deep understanding of products and services to confidently address customer inquiries, provide correct information, and offer suitable recommendations. You will apply a positive and enthusiastic approach to customer service while supporting professionalism and a friendly demeanor. You will create a supportive and empowering work environment for your team. You will be part of a team that celebrates achievements, promotes teamwork, and recognizes individual contributions. You will function as a trusted internal partner across departments to collaborate on initiatives projecting positive business outcomes. You will collaborate with teams to use collective ability to achieve shared goals and deliver exceptional results. You will work on high-visibility initiatives that allow you to highlight your skills and expertise to both internal and external stakeholders. You will actively take part in learning initiatives offered, such as training programs, workshops, and webinars, leveraging these opportunities to acquire new knowledge, refine existing skills, and stay current on the latest developments. You will provide friendly, initiative-taking, and professional internal and external support to others, assisting with inquiries, concerns, and issues promptly and effectively. You will demonstrate behaviors that exemplify Rural King’s Values: People First, Integrity, Attitude, Initiative, Teamwork, Accountability, and Continuous Improvement. You will perform other duties as assigned.

Requirements

• At least 1 year of Customer Service experience or equivalent combination of experience and education.
• Proficiency with Microsoft Office Suite or related software.
• Proficiency with or the ability to quickly learn IBM Sterling, Magento Systems.
• Comfortable navigating computer systems and software to aid customers or manage tasks.
• Excellent verbal and written interpersonal and communication skills.
• Excellent customer service skills.
• Excellent verbal and written communication skills to convey ideas, instructions, and information clearly and concisely.
• Strong people skills to build rapport, foster relationships, and collaborate effectively.
• Ability in adapting communication style and tone to effectively interact with individuals from diverse backgrounds and at various levels within the organization.
• Demonstrated ability to prioritize tasks, meet deadlines, and keep an elevated level of diligence.
• Proven history of consistently producing error-free work and meeting quality standards.
• Demonstrated ability to meticulously review and analyze information, find errors or inconsistencies to keep elevated levels of accuracy.
• Demonstrate a high level of adaptability in response to changing priorities, unexpected challenges, and evolving business needs.
• Demonstrated experience applying a flexible mindset that allows for the successful navigation of ambiguity and uncertainty.
• Strong resilience and adaptability to support a cheerful outlook in the face of adversity and setbacks.
• Demonstrated willingness to take on new responsibilities, tasks, and projects showing an initiative-taking approach to learning and growth.
• Proven record of successfully adapting to new environments, responsibilities, and tasks.
• Proven history of effectively overseeing challenges and setbacks with resilience.
• Ability to approach challenges with a solution-oriented mindset.
• Demonstrated resilient mindset and the ability to maintain motivation and optimism in the face of difficulties and setbacks.
• Strong critical thinking skills to quickly identify and address issues, minimizing potential delays or disruptions.
• Ability to still be composed and focused during high-pressure situations, ensuring quality and prompt outcomes.
• Ability to prioritize tasks and to delegate when proper.

Responsibilities

• Respond to user inquiries and complaints through various channels like email, phone, chat, or social media.
• Offer solutions and guide customers through purchase to delivery.
• Collaborate with the Customer Experience team to ensure that FAQs and knowledge base articles are correct and relevant, and that documentation is user-friendly and easily accessible.
• Gather feedback from users to understand their needs and challenges.
• Report bugs and issues to the eCommerce team.
• Collaborate with the eCommerce team to prioritize feature requests.
• Act as the first line of escalation for customers and send complex issues to higher-level support or to other specialized teams.
• Ensure that critical issues are resolved promptly.
• Make a meaningful impact and drive positive changes in the lives of our customers and the communities we serve.
• Collaborate with a team of talented professionals who are enthusiastic about their work and strive for excellence every day.
• Provide friendly and professional customer support while aiding customers with inquiries, concerns, and issues promptly and effectively.
• Assist with customer contacts when volume levels are elevated including phone, chat or email.
• Develop a deep understanding of products and services to confidently address customer inquiries, provide correct information, and offer suitable recommendations.
• Apply a positive and enthusiastic approach to customer service while supporting professionalism and friendly demeanor.
• Create a supportive and empowering work environment for your team.
• Be part of a team that celebrates achievements, promotes teamwork, and recognizes individual contributions.
• Function as a trusted internal partner across departments to collaborate on initiatives projecting positive business outcomes.
• Collaborate with teams to use collective ability to achieve shared goals and deliver exceptional results.
• Work on high-visibility initiatives that allow you to highlight your skills and expertise to both internal and external stakeholders.
• Actively take part in learning initiatives offered such as training programs, workshops, and webinars.
• Leverage these opportunities to acquire new knowledge, refine existing skills, and stay current on the latest developments.
• Provide friendly, initiative-taking, and professional internal and external support to others, assisting with inquiries, concerns, and issues promptly and effectively.
• Demonstrate behaviors that exemplify Rural King’s Values: People First, Integrity, Attitude, Initiative, Teamwork, Accountability, and Continuous Improvement.
• Perform other duties as assigned.

Benefits

• 401(k) plan that provides a 100% match on the first 3% of your contributions and 50% of the next 2%
• Healthcare plans to support your needs
• Virtual doctor visits
• Access to Centers of Excellence with Barnes Jewish Hospital and Mayo Clinic’s Complex Care Program
• 15% Associate Discount
• Dave Ramsey’s SmartDollar Program
• Associate Assistance Program
• RK Cares Associate Hardship Program
• 24/7 Chaplaincy Services

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed