What are the responsibilities and job description for the Customer Service position at MIDWEST EQUIPMENT SALES LLC?
Company Background
Founded in 2009, Midwest Equipment Sales (“MWE”) is a rapidly growing developer, importer, and distributor of market leading products through two divisions: (1) aftermarket tracks and tires for the small and mid-size equipment industry (the “Tracks & Tires” division), and (2) outdoor power products, such as portable generators, pressure washers and battery products (the “OPE” Outdoor Power Equipment division). MWE markets its products primarily through e-commerce channels, both through its own website portal, as well as leading online retailers (such as Amazon, Lowe’s, and Home Depot).
Job Overview
We are seeking a dedicated and empathetic Call Center Agent to join our customer support team. In this role, you will be the first point of contact for our customers, handling inquiries, resolving issues, and providing exceptional service. The ideal candidate will have experience with outdoor power equipment and small engines, and be skilled in de-escalating situations while maintaining a positive and professional demeanor.
Key Responsibilities:
- Answer and manage up to 35 customer calls per day in a professional and courteous manner.
- Listen to customer concerns and provide appropriate solutions and alternatives within the time limits.
- De-escalate customer issues with empathy and patience, ensuring a positive resolution.
- Maintain a deep understanding of our product line and common issues related to outdoor power equipment and small engines.
- Document all customer interactions, ensuring accurate records in our system.
- Collaborate with other team members to ensure customer satisfaction and provide feedback to improve processes.
Qualifications:
- High school diploma or equivalent; additional education or training in a related field is a plus.
- Proven experience in a call center or customer service role, preferably within the outdoor power equipment or small engine industry.
- Excellent communication skills, both verbal and written.
- Strong problem-solving abilities and attention to detail.
- Ability to handle challenging situations with composure and professionalism.
- Proficiency with computer systems and software applications.
- Ability to work independently and as part of a team.
Compensation
- Strong benefits
- Competitive pay
- Casual atmosphere
