Remote Customer Service Phone Specialist

REPORTING RELATIONSHIP: This position reports to the Customer Service Manager.

SUMMARY OF JOB RESPONSIBILITIES:

The incumbent has the responsibility and accountability for answering all service and sales calls, investigating and responding to all customer inquiries regarding shipments, products, equipment, complaints, and open invoices as well as placing all orders. Acts as a liaison between the customer and the company to troubleshoot current and potential problems and reach win/win resolutions. The associate will work on behalf of the customer and Universal to ensure the best quality products and service is offered. Will utilize all systems such JDE, Salesforce, and Zendesk as well as any other system available to reach one-call resolution for the customer. The incumbent will work to provide exemplary customer service, as defined by Quality Metrics.

KEY RESPONSIBILITIES AND DUTIES:

• Answers all incoming customer service calls and facilitates win/win resolution.
• Places all orders as needed by the customer in a professional/friendly manner.
• Attends all sales training classes to help grow sales.
• Educates themselves on spa, products, services etc.
• Investigates and responds to all customer inquiries regarding shipments, products, equipment, and complaints.
• Troubleshoots existing and potential problems and resolves to the satisfaction of the customer and the company.
• Establishes rapport with the customer to solicit feedback on the company’s products, equipment, and services as well as upselling the customer when applicable.
• Promotes superior customer service.
• Contacts vendors to assist in problem resolution.
• Attends all training sessions to increase product/equipment knowledge base.
• Performs other project work, duties, and responsibilities as required or requested.
• Performs all duties and responsibilities in a timely and effective manner in accordance with established company policies to achieve the overall objectives of this position.
• Keeps immediate supervisor promptly and fully informed of all problems or unusual matters of significance and takes prompt corrective action where necessary or suggests alternative courses of action which may be taken.
• Conforms with and abides by all regulations, policies, work procedures, and instructions.

KNOWLEDGE, SKILLS, AND ABILITIES:

• Minimum of high school diploma or equivalent education.
• Prior customer relations experience preferred.
• Prior sales experience preferred.
• Excellent customer service skills (friendly, courteous, and helpful).
• Excellent interpersonal and oral/written communication skills.
• Excellent computer skills; Microsoft Office, Outlook, Intranet, and Operating Systems.
• Ability to learn quickly and retain large amounts of data.
• Demonstrated organizational skills, accuracy, and attention to detail.
• Ability to read and interpret documents such as operating and maintenance instructions and procedure manuals.
• Ability to prioritize activities, multi-task, and follow tasks to completion.
• Ability to work in a fast-paced environment.
• Must have an understanding of the complete organizational structure of Universal Companies.

The previous statements are only meant to be a representative summary of the major duties and responsibilities performed by the individual and are not intended to be all-inclusive. This individual will also perform other reasonably-related job responsibilities as assigned by management as required. Universal Companies, Inc. reserves the right to revise or change job duties as the need arises. Moreover, management reserves the right to change the job descriptions, job duties, or working schedules based on their duty to accommodate individuals with disabilities. This job description does not constitute a written or implied contract of employment.