What are the responsibilities and job description for the Customer Service Agent position at Rockler?
Job Description: The role of Customer Care Center Associate involves the precise management of customer orders, inquiries, and concerns across multiple communication channels, including phone, mail, fax, email, and chat. This position is responsible for addressing customer inquiries, resolving complaints, and providing effective solutions, all 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. Efficiency and effectiveness are essential for managing incoming call volumes.
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.
The Customer Care Center Associate must demonstrate proficiency, as well as a willingness and ability to perform all of the following duties:
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, while clearly and professionally articulating the resolutions with proper grammar and punctuation.
Manage orders that contain backorders, discontinued merchandise, and declined payment transactions and correspond with the customer correctly.
Maintaining organization to achieve overall departmental objectives.
Exhibiting confidence in personal capabilities and belief in the company's offerings.
Possessing a pleasant telephone demeanor and demonstrating strong customer empathy, while displaying poise, articulation, self-assurance, and approachability.
Acquiring knowledge and assistance with supplementary responsibilities, including providing support at the Front Desk, managing order holds, processing gift card activation.
Regular attendance is a fundamental requirement for this position, and all employees are expected to be present during their scheduled shifts
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.
