Customer Service Representative- Holman Upfitting
About The Position
Holman is seeking a Customer Service Representative who thrives in a fast-paced, phone-based environment and is passionate about providing exceptional customer service. This role is heavily focused on handling inbound calls, supporting customers professionally, and building strong, lasting relationships. Customer Service Representatives will answer a high volume of inbound calls professionally and warmly, identify and assess customer needs to achieve satisfaction, resolve customer complaints via phone and email, process orders, verify account information, and answer customer questions in a professional and timely manner over the phone. They will develop strong knowledge of the product line, provide accurate, valid, and complete information through research and product familiarity, and maintain detailed records of customer interactions, process customer accounts, and file documentation. The role requires adherence to communication procedures, guidelines, and policies, with a focus on customer engagement and satisfaction by going the extra mile. Responsibilities include fostering and strengthening customer relationships to support overall company success within assigned client bases, refining administrative functions to ensure clients are retained, satisfied, and their needs are consistently understood and fulfilled, identifying customers at risk and collaborating with the CSR Manager and Regional Sales to establish corrective action plans, providing sales support, including assistance with customer communications and/or presentations, and participating in Holman initiatives (PIA, United Way, and other local community events). Additionally, they will monitor location activities and assist with issues as needed. Customer Service Team members hold the responsibility of the day-to-day interaction within their assigned customer territories. They will work closely with the Customer Service Team Manager and Regional Sales to establish and maintain client accounts, achieve revenue growth, and help to grow Holman Market share and meet profit objectives.
Requirements
- Experience in a high-volume, phone-based customer service
- 3+ years Customer Service/Sales experience, preferably in an Technical, Automotive, Manufacturing, or product-focused environment
- Demonstrated expertise in time management and organizational skills
- Proven data entry proficiency
- Proficient in various desktop tools including MS Office Programs (Outlook, Excel, Word)
- High school diploma or equivalent required
Responsibilities
- Answer a high volume of inbound calls professionally and warmly
- Identify and assess customer needs to achieve satisfaction
- Resolve customer complaints via phone and email
- Process orders, verify account information, and answer customer questions in a professional and timely manner over the phone
- Develop strong knowledge of the product line
- Provide accurate, valid, and complete information through research and product familiarity
- Maintain detailed records of customer interactions, process customer accounts, and file documentation
- Adhere to communication procedures, guidelines, and policies
- Focus on customer engagement and satisfaction by going the extra mile
- Foster and strengthen customer relationships to support overall company success within assigned client bases
- Refine administrative functions to ensure clients are retained, satisfied, and their needs are consistently understood and fulfilled
- Identify customers at risk and collaborate with the CSR Manager and Regional Sales to establish corrective action plans
- Provide sales support, including assistance with customer communications and/or presentations
- Participate in Holman initiatives (PIA, United Way, and other local community events)
- Monitor location activities and assist with issues as needed
Benefits
- Health Insurance
- Vision Insurance
- Dental Insurance
- Life and Disability Insurance
- Flexible Spending and Health Savings Accounts
- Employee Assistance Program
- 401(k) plan with Company Match
- Paid Time Off (PTO)
- Paid Holidays, Bereavement, and Jury Duty
- Paid Pregnancy/Parental leave
- Paid Military Leave
- Tuition Reimbursement
- Paid sick leave (in geographic areas with statutory paid sick leave for part-time and temporary employees)
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
