Customer Service Representative - Phoenix

Hormann Career Portal•Phoenix, AZ

12d

About The Position

The Customer Service Representative receives customer questions and follows established procedures to provide answers or refer callers to appropriate staff. Typical inquiries concern order status, product information, account status, pricing, and products or services. The role reports to the Sales Center Office Supervisor and supports customers in a fast-paced environment, including during periods of high call volume. The representative handles customer service and sales calls, offers appropriate upsells and alternatives, processes orders, answers questions about products, pricing, and availability, and helps customers navigate the company website and place online orders. The role also works with internal departments and customers to resolve returns, shipping inquiries, order-status questions, and other service issues. Hörmann is a manufacturer of steel, aluminum, and custom wood garage doors. The company describes its environment as team-centered and states that it is an Equal Opportunity Employer with a diverse employment environment. Employment offers are contingent on passing a criminal background check and a pre-employment drug test.

Requirements

High school diploma or GED equivalent; college coursework is preferred but not required.
One year of professional customer service experience is preferred but not required.
Strong oral and written communication skills and strong interpersonal skills.
Microsoft Office skills, computer proficiency, keyboarding skills, and 10-key skills.
Positive, upbeat, and professional demeanor with a “Yes We Can!” attitude.
Professional, engaging verbal communication skills by phone and in person.
Ability to handle high-volume phones and work in a fast-paced environment.
Ability to coordinate work with customers and suppliers and manage time effectively to meet targets and deadlines.
Ability to multitask.
Passion and enthusiasm for customer service excellence, with the ability to maintain focus and positivity while resolving challenging or complex problems.
Must pass a criminal background check and a pre-employment drug test.

Nice To Haves

College coursework.
One year of professional customer service experience.
Experience in a manufacturing or garage door industry.
Thorough knowledge of products and quality standards.
Knowledge of customer service principles and practices.
Extensive knowledge of the product catalog and troubleshooting techniques.

Responsibilities

Field inbound customer service support calls, including during potentially extended periods of high call volume.
Take sales calls and offer required upsells, present appropriate alternatives when necessary, and ask for the sale.
Use active listening, appropriate interjections, and paraphrasing to understand customers’ needs and wants.
Troubleshoot customer service problems.
Process orders in a fast-paced environment.
Provide knowledgeable answers to questions about products, pricing, and availability.
Help customers navigate the website and place orders online.
Work with internal departments to meet customers’ needs.
Work with customers to resolve product returns, shipping inquiries, and order-status questions.
Perform other related job duties as assigned.