Customer Service Representative - Phone/Email (onsite first 30 days)

Job Title: Customer Service Representative

Department: Customer Service

Reports To: Lead

Position Type: Full-time

Position Classification: Non-Exempt

Supervisory Responsibility: This position has no supervisory responsibilities.

Job Description

A Customer Service Representative (CSR), will act as liaison, provide information on product and services and resolve any emerging problems that our customers encounter, with accuracy and efficiency.

A CSR is genuinely excited to help customers. Patient, empathetic, and passionately communicative. Loves to talk and can put yourself in the customers’ shoes and advocate for them when necessary. Problem solving comes naturally. Promote confidence in troubleshooting and investigate when you don’t have enough information to resolve issues/complaints.

The goal is to ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction.

Job Duties

• Complete and fulfill job duties/tasks with minimal supervision.
• Focus daily work on either phone calls, emails, or both, at the direction of CS Lead.
• Follow standard service operations and customer requests. May need occasional guidance to accurately resolve detailed requests.
• Complete stat sheet/checklist daily.
• Communicate with customers, while fulfilling requests/resolving issues/processing returns/etc.
  • Emails are formatted properly (intro, body, closing) and replies are thorough, accurate, and comprehensive.
  • Phone calls are answered in the proper tone to serve customer requests.
  • Standard procedures around returns and warranties are followed with precision.
  • Follow up contact is completed in line with standards to keep customers aware of the status of their issue.
• Go the extra mile to engage with customers.
• Exceed Enterprise efficiency and quality metrics (quality, speed, accuracy, productivity)
• When possible, reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Knowledge, Skills, and Abilities

• Ability to work independently and as part of a team
• Strong teamwork and collaboration skills
• Creativity, customer focus, and strong attention to detail
• Problem solving and decision- making skills
• Organizational and analytical skills
• Clear verbal and written communication skills
• Possesses specialized skills with warranties, returns, damage claims, negative reviews, etc.

*Experience, knowledge and skills will be assessed and determine level of role

Minimum Requirements

Education

High School Graduate or General Education Degree

Experience

• 1+ years of prior customer service experience
• Possess specialized skills/knowledge in areas such as warranties, returns, damage claims, negative reviews, etc, is preferred

Position Type/Expected Hours of Work

This is a full-time position, Monday through Friday and some weekends.

Expectations

• Location: Hybrid, onsite working location Wrightstown, WI
• Track your own hours both honestly and accurately
• Open and honest communication with leadership and peers
• Own your plan, own your work
• Always follow up and follow through
• Stay positive, own your mood

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms; with occasional lifting.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

SD Wheel is an Equal Opportunity Employer and does not make employment decisions on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other characteristics protected by law.