Customer Service Representative (Hybrid)

• Maintain high customer service standards to attract and retain customers
• Handle customer inquiries via phone, email and chat
• Respond to all inquiries, issues, and complaints in a timely manner
• Manage high inbound and outbound call volumes in a timely manner
• Utilize case management tools to track, document and manage customer cases
• Receive and process domestic and export orders from customers and distributors
• Distribute literature on company products as requested
• Advise customers of order status or dispatch work orders
• Dispatch service technicians to repair equipment as needed
• Resolve customer issues and needs in a professional manner
• Process shortages, damages, or product service needs
• Document and update customer records
• Provide quotes as needed
• Invoice and process payments including credits and debits as required
• Must be able to back up team members and keep a positive, supportive attitude towards the company, job, customers, and co-workers
• Consistently meet or exceed company expectations for productivity and accuracy levels
• Other duties as assigned

Education:

• High school diploma or GED equivalent required
• Relevant college courses and/or degree preferred

• Minimum 2 years customer service experience; 3–5 years preferred
• Contact center experience
• Bilingual (English/Spanish) a plus.

• Outstanding customer service and people skills
• Demonstrated excellent oral and written communication skills
• Exceptional organization and time management skills
• Ability to effectively prioritize work and handle multiple projects
• Experience navigating multiple computer screens and programs while interacting with customers
• Excellent analytical skills
• Team oriented

Technical Proficiency:

• Proficient PC skills
• Experience with Windows-based computer applications

Professional Traits:

• High level of integrity and professionalism

The Coats Company is an equal opportunity employer that evaluates qualified applicants without regard to race, color, national origin, religion, ancestry, sex (including pregnancy, childbirth and related medical conditions), age, marital status, disability, veteran status, citizenship status, sexual orientation, gender identity or expression, and other characteristics protected by law.