Customer Care Representative

Are you passionate about delivering top-notch customer service? Do you thrive in a fast-paced, team-oriented environment? Hinkley is looking for a Customer Care Representative to join our Avon Lake, OH team! This full-time role is primarily in-office, with the flexibility to work remotely up to two days per week after training. (Please note that the shift for this role is Monday through Thursday from 10:30 AM to 7:00 PM and Friday from 8:00 AM to 5:00 PM.)

The Customer Care Representative plays a key role in delivering an exceptional experience for our customers. You’ll handle inquiries about our products and services, process orders, and assist with returns, special orders, and troubleshooting—all through phone, online chat, and email. You’ll also provide essential information on pricing, service changes, shipping, and product availability.

Collaboration is at the heart of what we do. You’ll work closely with team members across departments to find the best solutions, so we seek individuals who thrive in a team-oriented environment. Got a knack for technical troubleshooting? That’s a bonus! While you don’t need to be an expert, an interest in problem-solving and a willingness to learn will set you up for success. Plus, our engineers are always available to help!

If this has sparked a feeling of excitement in you, then read more about this great CAREER OPPORTUNITY:

Primary Tasks and Responsibilities

• Professionally handles incoming requests from customers and ensures that issues are resolved both promptly and thoroughly.
• Thoroughly and efficiently gather customer information, access and fulfill customer needs, educate the customer where applicable and document interactions through contact tracking.
• Documents all customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken into MyHinkley.
• Processes parts orders for broken glass, defective sockets and scratch and dent fixtures. * Issues Return Goods Allowances for customers and regional sales representatives.
• Refers complaints of service or product failure to appropriate departments for investigation.
• Coordinates customers' service needs with other departments as required to ensure exceptional customer service.
• Assigned complete administration of Internet accounts and customer portals.
• May act as backup to receptionist.
• Provides constant assistance on the Hinkley website through the Live chat feature.
• Responsible for processing warranty claims.
• Performs pulling, billing, invoicing, posting and filling backorders.
• Check to ensure that appropriate changes were made to resolve customers' problems.
• Continuously evaluate and identify opportunities to drive process improvement that positively impact the customer’s experience.

Education / Experience Required

• High School Diploma or equivalent required.
• Some college or administrative/customer service training preferred.
• Related work experience in customer service in a CALL CENTER environment is preferred.
• Must be proficient in various computer programs including Microsoft Office, Internet (Customer portals) and company CRM software

Necessary Specialized Skills and Abilities

• Demonstrated passion for excellence with respect to treating and caring for customers.
• Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
• Ability to multi-task is essential.
• Works well with others, team player; cooperative in groups to accomplish tasks.
• Ability to work under pressure and meet deadlines.
• Integrity, sense of responsibility, independent judgment.
• Ability to communicate effectively, verbally and in writing.

WHAT IS AT OUR CORE:

• Working as a professional family which cares about people
• Passion for growth and doing whatever it takes
• Empowering people to take action and try new things
• Common vision and goals
• Focus on the customer & end user
• Hinkley quality & brand really meaning something
• Honesty and integrity
• Enjoyment, fun, friendliness, life-work balance

We are committed to providing a total reward package including an annual performance bonus for every position in the company, a comprehensive benefits program, a community service volunteer program, and much more! Our benefits package includes: 401(k) plan with company match, comprehensive health insurance coverage, paid time off (PTO), 10 paid holidays, life insurance, disability, wellness programs, voluntary benefits including dental and vision, and flexible spending accounts for health and dependent care plus employee product purchase discounts.

Hinkley Lighting is committed to a policy of Equal Employment Opportunity. All qualified applicants are considered for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran’s status or any other protected characteristic. Candidates must possess authorization to work in the United States without visa sponsorship. Hinkley participates in E-Verify to confirm employment eligibility.