What are the responsibilities and job description for the Customer Service Representative - Chat and Email position at FNA Group?
SUMMARY:
FNA Group is a world-class, leading manufacturer of consumer and industrial pressure washers and other outdoor power equipment. FNA's highly acclaimed brands include Simpson, Delco and CRX. Exclusive licenses with recognizable brands such as DeWalt, Stanley Black & Decker and Craftsman further strengthens FNA's market presence and awareness. FNA is a dynamic organization with unprecedented growth due largely to its ability to attract and retain highly talented associates.
We have a challenging and exciting opportunity for a Customer Service Representative to add to our growing product support team. If you thrive in a fast-paced environment, embrace multi-tasking, and enjoy problem solving and helping business partners, then we want to speak with you!
Primary Purpose:
As a Customer Service Representative, you will communicate with our customers via live chat and through our customer service e-mail. You will be a liaison on behalf of the FNA Group, serving as a brand ambassador to our consumers, conveying professional expertise in our products, brands and services. You will work closely with our product service, sales, marketing and technical service teams to help guide and answer customer questions relating to product features, comparisons, replacement parts, service work, how-to, and other inquiries from both current and prospective product owners.
Duties and Responsibilities:
- Provide timely and accurate responses to live chat and email inquiries into all FNA Group products.
- Manage consumer interactions professionally, efficiently and with good communication skills.
- Effectively present and make recommendations on products; conveying quality, integrity and a superior understanding and delivery of consumer needs.
- Leverage superior product technical knowledge and resources to resolve consumer product questions, thereby avoiding unnecessary service calls.
- Communicate with clients and exhibit empathy when appropriate.
- Research and understand the consumer and competitive marketplace.
- Accurately document customer interactions, comments and details with limited errors.
- Provide back-up support for other areas as necessary.
- Complete other duties as assigned.
Qualifications:
Required:
- Good typing speed with proper spelling and use of grammar.
- Strong attention to detail with excellent written and verbal communication skills.
- Ability to apply effective intermediate computer skills, including live chat, and Microsoft Office applications such as Outlook, Word and Excel.
- Ability to understand/read equipment drawings and look up parts in Illustrated Parts Lists (IPLs).
- Detail oriented with a focus on quality and accuracy; ability to multitask.
- Ability to work independently as well as part of a team and collaborate with different departments.
Preferred:
- Familiarity with small engine maintenance and repair with pressure washer experience a big plus.
- Working mechanical knowledge, including the use of tools.
- Customer Engagement Center experience a plus.
- Bilingual communication skills in Spanish and English is a plus.
Education/Certification:
High School diploma or equivalent required. College degree is a plus.
