Customer Service Agent

Job Description:

The Customer Care Center Associate role involves precise management of customer orders, inquiries, and concerns across multiple communication channels. This position is responsible for addressing customer inquiries, resolving complaints, and providing effective solutions while ensuring a high standard of customer service.

Major Areas of Accountability:

• Processing orders via phone, mail, fax, email, or chat.
• Overseeing the processing of orders received via telephone, email, postal mail, and facsimile, in addition to maintaining and updating customer account and order records as required.
• Answering telephone calls in a professional and courteous manner, maintaining call control, and ensuring focus while multitasking to effectively process orders or requests.
• Creating new customer accounts, updating existing account information, and managing specialized accounts.
• Engaging with customers on technical inquiries using available online resources; escalating complex queries to the product support department or Product Manager as required.
• Demonstrating critical thinking skills to resolve customer inquiries with an emphasis on achieving One Call Resolution and making prompt decisions.
• Addressing customer service complaints and inquiries via telephone or email by providing solutions that align with company policies and objectives.
• Manage orders that contain backorders, discontinued merchandise, and declined payment transactions and correspond with the customer correctly.
• Maintaining organization to achieve overall departmental objectives.

Requirements of Position:

• Excellent customer service skills. 1 Year Customer Care Center experience desired.
• Excellent key-boarding skills
• Good communication skills
• Woodworking knowledge a plus.
• Ability to remain calm and courteous with customers and others in times of stress.
• Ability to keep call focused while promoting specials and add-on products.
• Able to successfully multi-task.
• Critical thinking skills.
• High school diploma or equivalent.
• Must be available for scheduled onboarding and training at our offices in Medina, MN until proficient in all aspects of the position.
• Full-time shift hours: Monday through Friday 9:30 am - 6:00 pm and every third Saturday 8 am - 12 pm.
• Must be a Minnesota resident, in-house position.

Compensation and Benefits:

• Starting at $19.00 per hour.
• 401K Retirement Account with company match.
• Employee discount.
• Competitive benefit package including medical, dental, vision, life insurance, PTO, paid holidays, float days, and various voluntary benefits if eligible.

Salary : $19