DescriptionStevens Industries is looking for a customer-oriented service representative. A customer relations specialist, or CSR, will act as a liaison, provide product/services information and resolve any emerging problems that our customer accounts might face with accuracy and efficiency.The best CSRs are genuinely excited to help customers. They're patient, empathetic, and passionately communicative. They love to talk. Customer service representatives can put themselves in their customers' shoes and advocate for them when necessary. Customer feedback is priceless, and these CSRs can gather that for you. Problem-solving comes naturally to customer care specialists. They are confident at troubleshooting and investigate if they don't have enough information to resolve customer complaints. The target is to ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction.ESSENTIAL FUNCTIONS:
- Manage large amounts of incoming calls
- Identify and assess customers' needs to achieve satisfaction
- Build sustainable relationships and trust with customer accounts through open and interactive communication
- Provide accurate, valid and complete information by using the right methods/tools
- Meet personal/customer service team and call handling quotas
- Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
- Keep records of customer interactions, process customer accounts and file documents
- Follow communication procedures, guidelines and policies
- Take the extra mile to engage customers
- File customer concern report tickets
- File engineering concern report tickets
- Handle all customer returns and replacement units
- Be able to multi-function with ongoing emails and phone calls
- Attend open order meeting with the operations team
- Attend customer concern report meeting with the quality team
Requirements
- Proven customer support experience or experience as a client service representative
- Track record of over-achieving quota
- Strong phone contact handling skills and active listening
- Familiarity with CRM systems and practices
- Customer orientation and ability to adapt/respond to different types of personalities
- Excellent communication and presentation skills
- Ability to multi-task, prioritize, and manage time effectively
- High school degree
BENEFITS:
- Highly competitive salary and bonus structure
- On-Demand Pay - Access your earned pay prior to payday
- 100% Company-Paid Employee Health Insurance, Life Insurance, & Disability Insurance
- Competitive Paid Time Off Plan plus 9 Paid Holidays
- 200% Company 401(K) Match
- Annual Profit-Sharing Bonuses
- Company Stock Options
- Dental & Vision Insurance
- Health Savings Account with Company match
- On-site Childcare for Employees' Children and Grandchildren
- Educational Assistance Plan
- Additional Employee Perks such as fitness club reimbursement, retail discounts, company apparel, special employee events and meals, and more
Recognized as one of the fastest growing furniture and cabinet manufacturers in the United States, Stevens Industries, Inc. is a world-class manufacturer of wood and laminated products. We're dedicated to innovation, technological advancement, and beauty in functionality. Founded in 1956 and 100% employee owned, we credit our achievements to a focused path and our talented, passionate employee owners.Stevens Industries, Inc. and Tot Mate Central is committed to equal employment opportunities regardless of race, color, ancestry, religion, sex, origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status.