Customer Service Representative - Phone/Email (onsite first 30 days)

SD WHEEL CORP•Wrightstown, WI

3d•Hybrid

About The Position

A Customer Service Representative (CSR) will act as a liaison, provide information on products and services, and resolve any emerging problems that our customers encounter with accuracy and efficiency. A CSR is genuinely excited to help customers. They are patient, empathetic, and passionately communicative. They love to talk and can put themselves in the customers’ shoes and advocate for them when necessary. Problem-solving comes naturally. They promote confidence in troubleshooting and investigate when they 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
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

Nice To Haves

Possess specialized skills/knowledge in areas such as 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.
Ensure emails are formatted properly (intro, body, closing) and replies are thorough, accurate, and comprehensive.
Answer phone calls in the proper tone to serve customer requests.
Follow standard procedures around returns and warranties with precision.
Complete follow-up contact 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).
Track own hours both honestly and accurately.
Maintain open and honest communication with leadership and peers.
Own own plan, own own work.
Always follow up and follow through.
Stay positive, own own mood.