- Triages incoming inquiries to efficiently discern, resolve and/or reassign to the appropriate resources for resolution.
- Leverages appropriate technology and resources to thoroughly research and address the root cause of customer inquiries.
- Maintains customer accounts and the details of each customer interaction within the Customer Relationship Management (CRM) tool.
- Ensures Partner satisfaction by providing back-end office support for sales, ordering, invoicing, shipping, warranties and other business-related needs.
- Adheres to all established service level expectations and performance standards.
- Provides critical feedback to Customer Service leadership regarding trends, exceptions, or other unusual experiences.
- Other related duties as assigned.
- High school diploma or GED is required.
- 1 - 2 years customer service experience preferred.
- Must be fluent in English with excellent verbal and written communication skills; fluent in Spanish is a plus.
- Able to communicate effectively with all levels of internal and external customers.
- Must possess superb telephone etiquette and have solid vocabulary and math skills.
- Motivated self-starter with pleasant personality and professional demeanor.
- Able to use reason and critical thinking to identify, research, and resolve various issues.
- Must be organized with strong time management skills.
- Proficient with general office machines (PC, copier, fax, etc.)
- Proficiency in Microsoft Office programs including Outlook, Word, and Excel is required. Experience with SAP reporting tools is a plus.
- Dependable and consistent performance and attendance. Able to work a hybrid schedule requiring at least three (3) days per week on-site after completion of training.
- Battery, automotive or industrial knowledge helpful but not required.
- Accurate typing at least 35 words per minute.
- Ability to manage multiple tasks while maintaining a high level of accuracy.
- Ability to focus in an open work environment with multiple distractions.
- Available to work within business hours of 8-8:30 am to 5:30 pm, Monday through Friday.
- Interfaces and communicates with various internal and external customers.
- Ability to sustain posture in a seated position for prolonged periods of time.
- Regularly required to use hands to grasp or handle, talk and hear, stand and walk.
- Specific vision abilities include close vision, depth perception and ability to adjust focus.
- Ability to occasionally lift and/or move 20+ lbs.
- Prolonged use of personal computer & telephone with a headset.
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Customer Service Representative - Urbandale, United States - Interstate Battery System of America, Inc.
Description
Our mission is to be a trusted workplace for team members to be their whole selves at work. A company that people love and positively impacts the lives of all whom we touch.
be your best self
At Interstate Batteries, you have the chance to be excellent at work and excellent at life. We know that professional success depends on personal wellbeing. That's why we want to enrich your life with the tools and services you need to succeed in every area of your life. Join us
Purpose of Job:
As a Customer Service Representative (CSR), you bring value to the organization with your ability to handle virtually any customer related situation, regardless of their difficulty, with Integrity, Excellence, and a Servant's Heart. The Customer Service Representative takes ownership of every customer inquiry - whether from a Store Manager, Distributor, Customer, or Store Owner - to deliver complete and thorough resolution or enlist the appropriate resources to that same end, ultimately delivering the best possible customer experience. Works under close supervision.
The successful candidate will be comfortable handling complex customer service tasks with a high degree of accuracy and professionalism. Strong critical thinking and problem-solving skills are required.
This is a hybrid position requiring completion of full-time on-site training and at least three (3) days per week thereafter. Hours for this position are Monday through Friday, 8:30 am - 5:30 pm.
Key Responsibilities:
Interstate Batteries provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sex, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Interstate Batteries complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
Interstate Batteries expressly prohibits any form of unlawful employee harassment based on race, color, religion, gender, sex, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Interstate Batteries' employees to perform their expected job duties is absolutely not tolerated.
