What are the responsibilities and job description for the Bilingual Customer Service Representative position at EJ Welch?
Who is EJ Welch?
EJ Welch is a top ten flooring distributor in the US. We serve a wide base of customers including flooring installers, commercial flooring contractors, and specialty retailers. We offer the widest assortment of flooring products providing a turn-key solution for any flooring project. With close to 10,000 in-stock items for immediate pick up or delivery, branch locations offer exceptional customer service, product knowledge and warehouse operations.
Why EJ Welch?
The best part of our business is our people, those who work as part of our team, and those we serve. Apply now to join our amazing team and become part of an exciting growth opportunity!
What’s in it for you?
We offer great work-life balance with standard operating hours being Monday - Friday, all 1st shift. No weekend work required.
Competitive Benefits:
- Medical, Dental, Vision
- Health Care & Dependent Care Flexible Spending Accounts (FSA)
- Health Savings Account (HSA)
- 401K Retirement Savings Plan WITH Company Match
- Life, AD&D, and Disability
- Employee Assistance Program (EAP)
- Medicare Coordination Services
JOB SUMMARY:
The Customer Service Representative's main responsibility is to answer incoming calls during assigned shift, assisting customers and resolving issues on each call. The Customer Service Representative is also responsible for providing quality customer support in assisting customers by promptly receiving, recording, filling orders and assisting with product questions and resolving order related issues. All interactions are expected to be handled in a courteous, consistent and professional manner. You will not only perform order entry but also solution resolution duties, along with administrative functions, which sets us apart from most. The position will require you to work with a team of highly trained members who are instrumental in driving the company’s success. As a Customer Service Representative with E.J. Welch Company, you will engage and service customers by answering customer inquiries, resolving complex problems with the highest level of customer satisfaction and offering services and products that enable our customers to reach their project goals.
RESPONSIBILITIES: Essential functions include, but are not limited to:
- Maintaining a positive, professional demeanor at all times.
- Answering calls promptly and efficiently
- Collaborating with other departments to ensure that customers receive excellent service at all touch points
- Researching products in order to stay updated to increase customer proficiency
- Documenting all customer interactions on orders
- Processing orders in a timely manner
- Troubleshooting and problem solving
- Handling cash at times
- Performing other duties as assigned
MINIMUM REQUIREMENTS:
- High school diploma with at least one year of general office experience
- Bilingual (Spanish) is a major plus
- Strong written and verbal communication skills
- Ability to perform simple mathematic functions (calculate percentages, discounts, etc).
- Must be proficient in the use of computers, copiers, software, and other office equipment.
- Must have excellent telephone technique, including ability to communicate with confidence with a clear, professional speaking voice.
- Excellent follow-up and follow-through
- Willingness to "own" problems and seek creative solutions
- Ability to maintain composure in stressful situations.
- Must be detailed oriented, well organized and ability to multi-task and prioritize in a high-volume environment.
- Must be able to work independently or in a team environment.
WORKING CONDITIONS:
Office environment. Required to spend 80% of time on the telephone.
Job Type: Full-time
Benefits:
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Shift:
- Day shift
Experience:
- Customer Support & Client Services Occupations: 1 year (Preferred)
Work Location: In person