What are the responsibilities and job description for the Customer service representative position at Patrick Industries?
Overview:
The Customer Service Representative plays a crucial role in ensuring that customers are satisfied with the company's products and services. As the first point of contact for customers, this role is essential for fostering customer loyalty and maintaining a positive brand image. The representative will interact with customers via phone, email, or chat to provide information about products and services, resolve complaints, and facilitate returns or exchanges. In an increasingly competitive market, exceptional customer service is a key differentiator and therefore contributes significantly to the organization's overall success. The representative will work closely with other departments to ensure a cohesive experience for the customer. By addressing customer inquiries and challenges promptly and effectively, the Customer Service Representative not only enhances customer satisfaction but also contributes to the company's reputation and bottom line.
Key Responsibilities:
- Interact with customers via phone, email, or chat to address their inquiries.
- Provide accurate product and service information to customers.
- Resolve customer complaints and issues in a timely manner.
- Process orders, forms, applications, and requests efficiently.
- Document all customer interactions and resolve issues in the Customer Relationship Management (CRM) system.
- Follow up with customers to ensure satisfaction after resolution of issues.
- Collaborate with other departments to ensure product availability and update customers accordingly.
- Identify customer needs and suggest appropriate products or services.
- Maintain a comprehensive knowledge of company products and services to assist customers effectively.
- Handle difficult or emotional customers with empathy and professionalism.
- Assist in developing customer service policies and procedures.
- Meet and exceed performance metrics (KPIs) related to customer service.
- Participate in training and professional development sessions to improve skills.
- Provide feedback on customer trends to management to improve service quality.
- Support the team in achieving department goals and objectives.
Required Qualifications:
- High school diploma or equivalent required.
- 1-2 years of customer service experience preferred.
- Familiarity with Customer Relationship Management (CRM) software.
- Strong verbal and written communication skills.
- Ability to work well in a team-oriented environment.
- Proficient in Microsoft Office Suite (Word, Excel, Outlook).
- Ability to handle multiple tasks simultaneously.
- Strong problem-solving abilities.
- Demonstrated ability to manage stressful situations professionally.
- Knowledge of industry trends and customer service best practices.
- Ability to work flexible hours, including weekends and holidays.
- Strong attention to detail.
- Ability to remain calm under pressure.
- Motivation to deliver excellent customer service consistently.
- Fluency in multiple languages is a plus.
Salary : $17 - $24
