What are the responsibilities and job description for the Customer Service Representative position at EZ STAK?
About the Company
EZ STAK is a leading global manufacturer and provider of innovative storage solutions for commercial vehicles and workspaces. With a strong commitment to quality, efficiency, and customer satisfaction, EZ STAK operates with a well-defined set of operations that ensure smooth production, timely delivery, and exceptional service.
The Opportunity
EZ STAK is seeking a customer centric, solutions oriented Customer Service Representative to join our Operations team based out of our Watertown, NY office.
Reporting to our Quality Manager, the successful candidate while have a proven track record of ensuring customer satisfaction and providing seamless communication between customer and company.
The Customer Service Representative is responsible for providing exceptional support to customers through phone, video, and email communication. This role manages customer inquiries, tracks and trends complaints, and assists in the preparation of customer-related documents and manuals.
Key Responsibilities
- Answer inbound calls promptly, ensuring the phone is picked up on the first ring whenever possible.
- Provide phone and video support to clients, ensuring prompt and professional responses.
- Handle customer communication via email, addressing inquiries and concerns efficiently.
- Manage and resolve customer inquiries, ensuring a positive customer experience.
- Track and analyze customer complaints, identifying trends and areas for improvement.
- Prepare and submit monthly and quarterly reports to senior management on customer service performance.
- Handle inbound calls for EZ STAK, directing them appropriately when necessary.
- Assist in creating and maintaining customer-related documents, manuals, and resources.
Qualifications & Experience
- High school diploma or equivalent; post-secondary education in a related field is an asset
- Minimum of 2 years of experience in customer service or a related role
Skills & Knowledge
- Proficiency in Microsoft Office Suite and customer relationship management (CRM) software
- Ability to multitask and work in a fast-paced environment
- Strong problem-solving skills and ability to de-escalate customer concerns
- Availability to work standard business hours with flexibility for additional hours as needed
- Strong verbal and written communication skills
- Excellent organizational skills
- Attention to detail and accuracy
- Ability to follow up and follow through on customer concerns
- Strong customer service experience and problem-solving skills
- Proficiency in computer applications and software
Renumeration
EZ STAK offers a robust total compensation program inclusive of benefits, RRSP or 401(k) matching, competitive base salary and bonus structure. Base salary will be commensurate with experience.
EZ STAK Core Values
- Integrity: We always do what’s right.
- Respect: We believe people and property matter.
- Teamwork: We pull together to win.
- Optimism: We persevere with enthusiasm.
- Curiosity: We are hungry to learn, improve and succeed.
