What are the responsibilities and job description for the CUSTOMER SERVICE REPRESENTATIVE position at Coker Tire Company?
Job Description
Job Description
Description :
This position is the front line in Customer Service and Sales; handling inbound calls, technical inquiries, and returns in a customer-service centric and professional manner. This position operates in a professional office environment routinely using standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. This position also requires travel to car shows and events, which entails working outdoors, lifting repetitively, and travel to and from events in an 18 wheeler or fifth wheeler to car and trade shows. Lifting and physical labor (50 lbs.) while in the office to assist with walk in customers and while on the road and at car shows are common.
Reports To : National Sales Manager
Essential Functions - Call Center
- Receive inbound sales calls and assist customers with product selection
- Support CSR with Customer Service, Sales, and Technical question escalation
- Maintain relationships with existing customers and create relationships with new ones
- Process orders for products received by telephone, fax, in-person, or via online tools (web chat) in a timely and efficient manner
- Provide timely and accurate information to customers regarding order status and product knowledge requests
- Assist with new hire training as well as ongoing training
- Provide one call resolution for customer service issues, including technical and returns
- Grow and Service key customer accounts
- Make outbound calls as needed
- Support Sales and call reports using basic Excel skills
- Assist with designated digital customer channels, such as forums, for escalated customer or product issues
- Perform call quality audits on orders as well as call scores for phone reps
- Provide technical fitment recommendations to customers using internal and external information and resources
- Warranty and claims evaluation, processing
- Other duties assigned by Management
Car Shows / Events
Requirements :
Key skills and competencies of the position include, but are not limited to :
Physical Demands
The individual in this position will spend several hours sitting and using office equipment and computers, which can cause muscle strain. Must be able to physically lift up to 50lbs to assist at car shows or with walk-in customers. Must be able to use ladder for show installations and setup.
Schedule and Availability
Ability to work hours of 9AM-6PM EST Monday - Friday. Must be able to work extra days or extended hours for car shows if needed.
Travel
Typically of 8-10 car shows per year, after sufficient training and tenure. To be determined and set by management.
Measurements of the role (Not limited to) :
Supervisory Responsibilities : This position has no supervisory responsibilities.
Professional Qualifications & Minimum Education Requirements
Working Conditions
