Job Overview
The Customer Service Representative II is an administrative and customer relations position responsible for responding by phone or email to customer requests, concerns, and/or complaints along with other channels of distribution within the call center. The qualified candidate will research and resolve complaints to ensure customer retention and satisfaction; maintain direct contact with numerous departments within HES; promote the organizations products and services; and have the ability to thoroughly understand the company's products and their applications. Work is performed under moderate supervision.
This is a hybrid role with work from home 2 days per week and in-office 3 days per week.
A Day In The Life
- Respond to customer's requests, concerns, and complaints
- Ability to answer customer questions regarding policies and procedures
- Handles high volume inquiries
- Provides order inquiry and inventory status
- Responds quickly to questions and tracks responsiveness levels
- When fixtures not available, seeks substitutes to resolve customer's needs
- Ability to enter basic orders when necessary
- Follow up on orders that have shipped
- Communicate with Marketing, Quality and Manufacturing to identify and solve customer requests and problems.
- Communicate special order processing requirements such as special shipping instructions, emergency delivery requirements, etc
- Supports Team and Department goals in areas of service
- Provide research and problem solving to agents as directed by supervisor
What will help you thrive in this role?
- Two year college degree or an equivalent combination of education and experience
- Two plus years business experience with significant exposure to Customer Service
- Computer literate. Microsoft Excel and Word a plus
- Excellent telephone and communication skills
- Previous SAP preferred