Customer Service Representative

 www.geniecompany.com

• Respond to customer’s inquiries and/or complaints regarding the company’s product or services.


• Respond to calls on a daily basis, incoming and/or call-backs.


• 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 Lewisville CSR’s.


• Assist upper-management in delegating routine office work.

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  Essential Duties and Responsibilities:
  
  
  
  
   
  
  
  
  
  
  • Maintain an accurate account of incoming telephone calls.
  
  
  • Operate computer terminal (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 and process credits if necessary.
  
  
  • Take, investigate and solve customer complaints.
  
  
  • Interface with dealers to solve customer problems.
  
  
  • Provide non-warranty sales and/or service referrals for product, authorized service dealers or distributors.
  
  
  • Mail/fax/email sales literature and service information to customers.
  
  
  • Provide follow-up with customer, retail store, distributors and/or dealer as necessary.
  
  
  • RightFax acknowledgement of credits and invoices.  Mail rejections of RightFax.
  
  
  
  
  
   
  

• Customer Service Experience
• Exceptional telephone communication and problem solving skills.  Basic computer skills, including data entry, Excel, Word, Power Point and Lotus Notes.  Must be capable of handling advanced customer complaints in a satisfactory manner.

• High School Diploma or Equivalent.