What are the responsibilities and job description for the Customer Service Representative position at Hydramaster Corp?
Role: Customer Service Representative
About Us: Universal Cleaning Concepts UCC - HydraMaster is a 52 year old company leading the cleaning equipment industry that is dedicated to delivering innovative and reliable products to our customers. We value our customers and are committed to delivering top-notch service. We are looking for a highly motivated and customer-centric individual to join our team as a Customer Service Representative.
Position Overview: As a Customer Service Representative at UCC, you will be the front-line point of contact for our customers, assisting them with inquiries, resolving issues, and providing outstanding support. Your role is essential in maintaining positive customer relationships and ensuring customer satisfaction.
Key Responsibilities:
- Respond to customer inquiries and requests via phone, email, or chat promptly and professionally.
- Assist customers with order placement, tracking, cancellations, and returns.
- Resolve customer issues, complaints, and concerns effectively and efficiently.
- Maintain a high level of product knowledge to address customer questions and issues.
- Process customer orders, returns, and exchanges accurately in our systems.
- Collaborate with other departments to escalate and resolve complex customer issues.
- Document customer interactions and inquiries for record-keeping and analysis.
- Assist in maintaining customer databases and updating customer account information.
- Identify opportunities for upselling or cross-selling products and services.
- Strive to meet or exceed established customer service metrics and goals.
- Provide feedback to management on common customer issues and potential process improvements.
- Participate in ongoing training and development to enhance customer service skills.
Qualifications:
- High school diploma or equivalent; college degree is a plus.
- Previous customer service experience is preferred but not required.
- Excellent verbal and written communication skills.
- Strong problem-solving and decision-making abilities.
- Ability to remain calm and professional in high-pressure customer interactions.
- Empathetic and customer-focused with a commitment to resolving issues.
- Proficiency in using customer service software and Microsoft Office Suite.
- Willingness to work flexible hours, including evenings and weekends, if required.
- A positive attitude and a passion for delivering exceptional customer service.
- Multilingual skills, specifically Spanish is a plus.
Benefits:
- Competitive hourly wage or salary.
- Comprehensive health, dental, and vision insurance.
- Retirement savings plan with company match.
- Paid time off, including vacation and holidays.
- Training and professional development opportunities.
- A friendly and inclusive work environment.
- Opportunities for advancement within the company.
