Representative, Customer Service II - Overhead Door : Job Details

Job DescriptionPosition Function:

• Respond to retailer and Genie/Overhead dealer inquiries and/or complaints regarding the company's product or services.
• Respond to calls on a daily basis, incoming and/or call-backs
• Answer customer chats pertaining to website orders, compatibility and pricing/coupon codes
• Determine best method(s) to resolve problems to ensure customer satisfaction and adhere to company policies.
• Inform customers of procedures and resolutions of problems.
• Provide follow-up to ensure customer satisfaction.
• Provide guidance and support to Junior/Intermediate Level CSR's.
• Assist upper-management in routine office work and other tasks as needed.

Essential Duties and Responsibilities:

• Maintain an accurate account of incoming telephone calls.
• Utilize PC efficiently (Oracle, ServiceCloud, Finesse, JDE, Right Fax and/or other applicable programs as designated by specific job responsibilities) to order parts, enter service history and provide shipping/receiving dates.
• Process credit card, check and in-warranty orders.
• Track packages/shipments through carrier
• Provide detailed explanation of company policy and procedures in respect to warranty.
• Investigate and respond to customer order/billing-inquiries.
• Take, investigate and solve customer complaints.
• Interface with dealers, retail stores or distributors to solve customer problems.
• Provide non-warranty sales and/or service referrals for product, authorized service dealers or distributors.
• Mail/fax sales literature and service Information to customers.
• Provide follow-up with customer, retail store, dealer or distributor as necessary.
• Sorts and files all back-up paperwork.
• Process orders daily.

Other Responsibilities:

• Process RA requests
• Print, process, mail RA labels
• Respond to portal inquiries for retailers
• Complete orders for technical incidents
• Process credits to consumer, retail store, dealer or distributor

Skills/Experience Requirements: Exceptional telephone communication along with problem solving skills. Basic computer skills including data entry, Excel and Word. 5+ years prior customer service or telephone experience/employment. Must be capable of handling customer complaints in a satisfactory manner. Must be able to multi-task with little to no mistakes. Education Requirements: High School diploma or equivalent ResponsibilitiesPosition Function:

• Respond to retailer and Genie/Overhead dealer inquiries and/or complaints regarding the company's product or services.
• Respond to calls on a daily basis, incoming and/or call-backs
• Answer customer chats pertaining to website orders, compatibility and pricing/coupon codes
• Determine best method(s) to resolve problems to ensure customer satisfaction and adhere to company policies.
• Inform customers of procedures and resolutions of problems.
• Provide follow-up to ensure customer satisfaction.
• Provide guidance and support to Junior/Intermediate Level CSR's.
• Assist upper-management in routine office work and other tasks as needed.

Essential Duties and Responsibilities:

• Maintain an accurate account of incoming telephone calls.
• Utilize PC efficiently (Oracle, ServiceCloud, Finesse, JDE, Right Fax and/or other applicable programs as designated by specific job responsibilities) to order parts, enter service history and provide shipping/receiving dates.
• Process credit card, check and in-warranty orders.
• Track packages/shipments through carrier
• Provide detailed explanation of company policy and procedures in respect to warranty.
• Investigate and respond to customer order/billing-inquiries.
• Take, investigate and solve customer complaints.
• Interface with dealers, retail stores or distributors to solve customer problems.
• Provide non-warranty sales and/or service referrals for product, authorized service dealers or distributors.
• Mail/fax sales literature and service Information to customers.
• Provide follow-up with customer, retail store, dealer or distributor as necessary.
• Sorts and files all back-up paperwork.
• Process orders daily.

Other Responsibilities:

• Process RA requests
• Print, process, mail RA labels
• Respond to portal inquiries for retailers
• Complete orders for technical incidents
• Process credits to consumer, retail store, dealer or distributor

Skills/Experience Requirements: Exceptional telephone communication along with problem solving skills. Basic computer skills including data entry, Excel and Word. 5+ years prior customer service or telephone experience/employment. Must be capable of handling customer complaints in a satisfactory manner. Must be able to multi-task with little to no mistakes. Education Requirements: High School diploma or equivalent