What are the responsibilities and job description for the Customer Service Representative - Service Writer position at Christies Appliance?
Customer Service Representative - Service Writer
Locally owned and operated, Christie’s Appliance has been serving Tucson since 1956! We are committed to excellence in providing our employees with mutual trust, respect, and a positive working environment. We have a huge selection of brand name major appliances and Tucson's largest selection of Beautyrest mattresses, we provide factory-authorized service, local Tucson deliveries and stock over 2,000 appliances in our local warehouse.
Job Summary:
The Customer Service Rep/Service Writer acts as a liaison between the business and its customers while providing product/service information, answering questions, and resolving any emerging problems/complaints that customers may have.
Duties/Responsibilities:
- Receives incoming calls and direct them to the appropriate departments as needed.
- Receives and handles requests from customers regarding their services issues, assists them with setting up service repairs for their appliances.
- Interacts with customers via telephone, email, to provide support and information on products or services.
- Fields customer questions and complaints; when the issue is beyond the representative’s knowledge, forwards to the assigned specialist or other appropriate staff.
- Ensures that appropriate actions are taken to resolve customers’ problems and concerns.
- Develops relationships with customers through successful management of product, service or delivery.
- Tracks repairs and parts orders, opens invoices and their causes, schedule technicians and process warranties if required.
- Collects or updates customer profile information to be stored in company’s internal system to retrieve necessary customer information, inventory information, and purchase order status.
Education and Experience:
- High School Diploma or GED required or equivalent; two years sales or customer service experience is preferred.
- One-Two years of experience in Sales, Customer Service, Scheduling or Order Processing is preferred.
Essential/Physical Job Requirements:
- Excellent communication and interpersonal skills.
- Strong organizational skills, effectively utilize time management, ability to multi-task, and ability to use critical thinking.
- Strong written communication skills, good typing ability, and computer skills - comfort navigating multiple online applications. Proficient computer skills and ability to learn database and ordering systems.
- Good listening and questioning skills, with ability to resolve conflict and strong sense of ownership with proven follow-through skills.
- Exceptional negotiation & conflict resolution skills; able to diffuse difficult situations or irate customers resulting in satisfactory resolution.
- Ability to remain calm and patient while handling challenging customer concerns.
- Prolonged periods sitting at a desk and working on a computer.
- Must be able to lift up to 15 pounds at times.
- Must be able to hear, see, communicate and utilize the necessary equipment required to complete the job in a timely manner
Excellent benefits including paid vacation, sick, and holidays; medical insurance, dental, vision, Life Accident\Health Insurance, Disability Insurance, and a Profit-Sharing Plan.
ChristiesApplianceTucson.com
Christies Appliance is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.
Christies Appliance is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.