What are the responsibilities and job description for the Customer Service Representative - Email position at SD WHEEL CORP?
Description
Job Title: Customer Service Representative - Email
Department: Customer Service
Reports To: Customer Service Lead
Position Type: Full-Time
Position Classification: Non-Exempt
Supervisory Responsibility: No
Job Description
Customer-oriented service representative to act as a liaison, via email to provide product/services information and resolve any emerging problems, i.e. complaints, orders, errors, account questions, billing, cancelation, etc., that our customers might face with accuracy and efficiency. The target is to ensure excellent service standards and maintain high customer satisfaction.
Job Duties
- Act as a company gatekeeper
- Assist with placement of orders, refunds, or exchanges with Customer Service Lead
- Attempt to persuade a customer to reconsider cancellation
- Build sustainable relationships of trust through open and interactive communication
- Cancel or upgrade accounts
- Effectively manage large amounts of incoming issues and returns via email
- Go the extra mile to engage customers
- Greet customers warmly and ascertain problems or reasons for emailing
- Handle complaints, provide appropriate solutions and alternatives and follow up to ensure resolution
- Identify and assess customers’ needs to achieve satisfaction
- Provide accurate, valid, and complete information by using the right methods/tools
- Resolves problems by clarifying the customer’s complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
- Take payment info and other pertinent info such as addresses, phone numbers, email addresses
- Troubleshooting
- Update invoices
- When possible, reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Requirements
Requirements
Knowledge, Skills, and Abilities
- Ability to multitask, prioritize, and manage time effectively
- Emotionally Intelligent
- Email Communication Skills - Written
- Methodical
- Interpersonal skills
- Problem-solving skills
- Detailed Oriented
- Resourceful
- Documentation
- Quality focus
Minimum Requirements
Education
- High School Graduate or General Education Degree
Experience
- 1yr previous customer service experience, required.
- Previous experience interacting with customers through email or chat, preferred
- Wheel/Tire knowledge, preferred.
Position Type/Expected Hours of Work
This is a full-time position, Monday through Friday (potentially weekends when needed)
Expectations
- Track your own hours both honestly and accurately
Physical Demands
Standing/Sitting for Prolonged Periods
Typing and Mouse Use
Computer Use
Typing for Prolonged Periods
Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
SD Wheel is an Equal Opportunity Employer and does not make employment decisions on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other characteristics protected by law.
