Respond to customer’s inquiries and/or complaints regarding the company’s product or services.
Respond to calls on a daily basis, incoming and/or call-backs.
Determine best method (s) to resolve problems to ensure customer satisfaction and adhere to company policies
Inform customers of procedures and resolutions of problems.
Provide follow-up to ensure customer satisfaction.
Provide guidance and support to Lewisville CSR’s.
Assist upper-management in delegating routine office work.
Essential Duties and Responsibilities:
Maintain an accurate account of incoming telephone calls.
Operate computer terminal (JDE, Right Fax and/or other applicable programs as designated by specific job responsibilities) to order parts, enter service history and provide shipping/receiving dates.
Process credit card, check and in-warranty orders.
Track packages/shipments through carrier.
Provide detailed explanation of company policy and procedures in respect to warranty.
Investigate and respond to customer order/billing inquiries and process credits if necessary.
Take, investigate and solve customer complaints.
Interface with dealers to solve customer problems.
Provide non-warranty sales and/or service referrals for product, authorized service dealers or distributors.
Mail/fax/email sales literature and service information to customers.
Provide follow-up with customer, retail store, distributors and/or dealer as necessary.
RightFax acknowledgement of credits and invoices. Mail rejections of RightFax.
Qualifications
Skills/Experience Requirements:
Customer Service Experience
Exceptional telephone communication and problem solving skills. Basic computer skills, including data entry, Excel, Word, Power Point and Lotus Notes. Must be capable of handling advanced customer complaints in a satisfactory manner.
Education Requirements:
High School Diploma or Equivalent.
Job details are sourced from the employer's original posting.
