Customer Service Rep

Evolution Power Tools LLC•Davenport, IA

7d•Onsite

About The Position

As a Customer Service Representative at Evolution, you’ll be the frontline ambassador of our brand, delivering expert support and guidance to our customers across phone, email, and social media. You’ll play a vital role in upholding our reputation for exceptional service by actively listening, communicating clearly, and resolving inquiries efficiently. Your product knowledge and customer-first mindset will help ensure every interaction reflects our commitment to quality and care.

Requirements

2–3 years in a customer support role.
Proven success in meeting or exceeding performance goals.
High school diploma required.
Familiarity with tools and equipment is a plus.
Microsoft Office, SAP, Salesforce, Gorgias, and SPS Commerce a plus
Strong data entry and record-keeping abilities.
Excellent problem-solving and communication skills.
Self-motivated and able to work independently.
Organized, with strong time management and multitasking abilities.
Adaptable to different customer personalities and needs.
Calm under pressure and deadline-driven.

Nice To Haves

Multilingual skills are a plus.

Responsibilities

Handle inbound calls promptly and professionally, following standard operating procedures.
Manage customer intake across phone, email, and chat, including data entry and issue escalation.
Maintain and update operating instructions for your areas of expertise.
Identify customer needs, research issues, and provide solutions or alternatives (e.g., warranty, returns).
Conduct follow-ups when necessary to ensure resolution.
Educate customers on safe usage and maintenance of Evolution products.
Recognize upselling opportunities and recommend relevant products.
Document all customer interactions in the database.
Support social media engagement and customer interactions.
Track and report performance metrics through dashboards and detailed reporting.
Meet individual and team performance targets.
Perform additional duties as assigned.