Customer Service Representative

Customer Service Representative

Our client, a leader in the power sports industry, is seeking an experienced Customer Service Representative for a 6+ month contract assignment in Rigby, ID. This role is onsite.

Essential Functions

The Customer Service team is an elite set of members engaged to uphold the integrity of the Brand. This position is full time and requires someone who is dedicated and punctual. The ability to multi-task and creatively problem solve are essential. The ideal candidate is a quick learner who can retain knowledge and training. The candidate should also demonstrate initiative and strong organizational skills. The Customer Service Professional is responsible for providing exceptional service to every customer and will respond to telephone, email and live chat customer inquiries in an efficient, professional and friendly manner. This position is based on an in-office call center environment, requiring consistent on-site presence. Intermediate software fluency is necessary, particularly with spreadsheet tools and Customer Relationship Management (CRM) software.

Duties and Responsibilities

• Attracts potential customers by answering product and service questions; suggesting information about other products and services.
• Opens customer accounts by recording account information.
• Maintains customer records by updating account information.
• Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
• Recommends potential products or services to management by collecting customer information and analyzing customer needs.
• Contributes to team effort by accomplishing related results as needed.
• Being the key point of contact for consumers regarding product and technical questions
• Responding professionally and promptly to all customer enquiries/requests including returns, warranties and exchanges
• Proactively managing the order fulfillment process for our customers
• Acquire a broad knowledge of ordering and service procedures across all customers
• Managing work flow with consideration of delivery deadlines
• Identifying opportunities for improving sales and services
• Order management: order entering, order scheduling, order confirmation and order adjusting for dealers and individuals
• Handling customer inquiries and resolving complaints while analyzing situations to determine the best use of resources
• Occasionally, calls may require the use of de-escalation techniques to manage sensitive or challenging customer interactions
• Accomplishes all tasks as appropriately assigned or requested.
• Occasionally, you may be asked to assist in the showroom as a backup when needed.
• This job description is not exhaustive. The position may evolve, and additional duties may be assigned as necessary.

Qualifications

• Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations. The creative ability to think on your feet and experience thinking outside of the box.
• Interpret and/or discuss information with others, which involves terminology or concepts not familiar to many people; regularly provide advice and recommend actions involving rather complex issues. May resolve problems within established practices.
• Provides guidance to multi levels throughout the internal organization and external customer base.
• Cheery, energetic and confident individuals with dependability, diligence and a great attitude.
• Basic to intermediate proficiency with spreadsheet software and CRM platforms is required.

Education/Experience

• Customer Service, Product Knowledge, Quality Focus, Problem Solving, Market Knowledge, Documentation Skills, Listening, Phone Skills, Resolving Conflict, Analyzing Information and Multi-tasking
• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
• Customer-oriented attitude, with a strong desire to go above and beyond the needs of customers.
• Strong telephone, email and computer skills.
• Impeccable organization with attention to Detail.
• Ability to quickly gain thorough product knowledge.

Working Conditions

Responsibilities may require working evenings and weekends, sometimes with little advanced notice. Pay Rate- $17.00-$19.00/hour