What are the responsibilities and job description for the Customer Service Representative - Part-Time - Madison, WI position at Sub-Zero Group, Inc.?
Overview
Sub-Zero, Wolf, and Cove the leading manufacturer of luxury kitchen appliances is a longstanding, family-owned company in the Madison area. Icons of design and paragons of performance and quality, Sub-Zero, Wolf, and Cove are the refrigeration, cooking, and dishwashing specialists found in world’s most luxurious homes. We look for team members who are driven by innovation and excellence, striving to serve our customers by doing what is right—with integrity, teamwork, and accountability.
Our Customer Service Representatives are dedicated and passionate in the support of our luxury appliance brands, taking calls from product owners and prospects, service and installation partners, dealers, and product distributors! We answer questions on a wide range of topics and creatively resolve problems. Every day brings new challenges and opportunities to learn, and those who are solution-oriented will succeed!
Sub-Zero Group, Inc. offers a comprehensive and advanced training program that incorporates classroom, self-led, and hands-on experiential learning that provides robust support to ensure that employees are equipped to meet and exceed the demands of their role. Training is onsite in Madison, WI for 3 months, Monday - Friday. (Month One: 8:00am – 5:00 p.m., Month Two: ¾ time with varied hours). After initial training period, part-time schedule will be for 25-29 hours per week. Days and times may vary each week. Must live within 100 miles of Madison, WI.
Growth and development are important aspects of this position. Whether you aspire to be a leader or a technical expert, this position will set you up for success in the future.
Primary Responsibilities
- As the voice of Sub-Zero Group, Inc., exhibit excellent customer service skills while providing professional, personable, timely, and accurate responses to customers and field partners.
- Efficiently and simultaneously access and enter data in multiple software programs while conversing with callers.
- Skillfully communicate in order to understand the initial issue, provide product troubleshooting, and recommend a course of action to resolve the customer’s concern.
- Answer use and care questions while educating our customers in order to maximize their enjoyment and use of our innovative line of products.
- Ensure customer satisfaction by providing a high level of customer service that includes negotiating to a solution that is mutually beneficial to the customer/company.
Qualifications:
- Bachelor’s degree or other advanced education a plus but is not required. High school diploma or GED a must.
- Minimum of one (1) year of customer service experience required, product support experience preferred.
- Intermediate problem solving and negotiation skills.
- Exceptional customer service skills with a polished and professional style and delivery.
- Must be located within 100 miles of Madison, WI and able to attend on-site trainings during the first 3 months.
Internet Requirements for Remote Work:
- Minimum 100 MB download speed required; over 100 MB preferred.
- Wired connectivity to the dedicated modem/router. Wireless connectivity within the home office is not acceptable.
- Satellite internet service cannot be used as it is unreliable and does not provide a consistent level of performance.
- Computer including monitors, desktop terminal, cables and phone equipment will be supplied by Sub-Zero.
This position requires a pre-employment drug/alcohol test and background check, which will be administered after a conditional job offer is extended. A negative drug/alcohol test result is required for employment. Refusal to take the test or a positive result may disqualify a candidate from further consideration. All drug testing will be conducted in accordance with federal and state laws.
