Customer Service Representative

RBC Bearings Incorporated (NYSE: RBC) is a leading international manufacturer of highly engineered precision bearings and components for the industrial, defense and aerospace industries.  Founded in 1919, the Company is primarily focused on producing highly technical and/or regulated bearing products and engineered components requiring sophisticated design, testing and manufacturing capabilities for the diversified industrial, aerospace and defense markets.  We currently have 60 facilities, of which 43 are manufacturing facilities in ten countries and our market capitalization is approximately $14.5 billion.

JOB TITLE/LOCATION:

Customer Service Representative – Santa Ana, CA

DESCRIPTION:

The Customer Service Representative attracts potential customers by answering product and service questions; suggesting information about other products and services. Process orders, prepare correspondences and fulfill customer needs to ensure customer satisfaction.

ESSENTIAL FUNCTIONS OF THE JOB:

• Open and maintain customer accounts by recording account information


• Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution


• Recommend potential products or services to management by collecting customer information and analyzing customer needs


• Prepare product or service reports by collecting and analyzing customer information


• Manage large amounts of incoming calls


• Identify and assess customers’ needs to achieve satisfaction


• Build sustainable relationships of trust through open and interactive communication


• Provide accurate, valid and complete information by using the right methods/tools


• Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution


• Keep records of customer interactions, process customer accounts and file documents


• Follow communication procedures, guidelines and policies


• Resolve customer complaints via phone, email, mail or social media


• Use telephones to reach out to customers and verify account information


• Assist with placement of orders, refunds, or exchanges


• Take payment information and other pertinent information such as addresses and phone numbers


• Suggest solutions when a product malfunctions


• Utilize computer technology to handle high call volumes


• Work with customer service manager to ensure proper customer service is being delivered


• Compile reports on overall customer satisfaction


• Resolve customer complaints via phone, email, mail or social media

The preceding functions have been provided as examples of the types of work performed by employees assigned to this job function.  Management reserves the right to add, modify, change or rescind the work assignments of different positions and to make reasonable accommodations so that qualified employees can perform the essential functions of the job.

EDUCATION: 

High School diploma or General Education Degree (GED) preferred. 

EXPERIENCE:

Minimum of 1 year related experience, and/or training, or equivalent combination of education and experience. Ideally should have previous manufacturing experience in a similar role. 

KNOWLEDGE/SKILLS/ABILITIES:

• Attentiveness; ability to really listen to customers is so crucial for providing great service for a number of reasons.


• Patience: ability to stay calm when confused/frustrated customers reach out for customer support


• Product Knowledge to be able to provide accurate information


• Clear communication: ability to write, speak, and listen effectively


• Technology savvy; being able to understand modern technology (phones, computers, etc.)


• Resolving Conflict; understanding and finding solutions to customer’s needs


• Positive Attitude; the ability to make minor changes in your conversational patterns.

PHYSICAL AND ENVIRONMENTAL ELEMENTS:

While performing the duties of this job, the employee generally works indoors within the office and manufacturing areas. The employee is occasionally exposed to moving mechanical parts, fumes or airborne particles and toxic or caustic chemicals. The noise level in the work environment is usually moderate or loud. Also, the employee is regularly required to sit and talk or to hear. The employee is frequently required to use hands to finger, handle, or feel and reach with hands and arms. The employee is occasionally required to stand and walk. The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision.