- Answers inbound inquiries via telephone, emails, and chat regarding service and warranty procedures, parts, and technical watch information.
- Generates outbound contacts to provide watch information and general status of repairs or part orders.
- Provides repairs/part order estimates and parts availability.
- Using multiple systems provides detailed technical customer support via phone and email with watch setting instructions, troubleshooting and product information, including watch characteristics such as water resistance, charging times, and functionality.
- Enters repair and/or part order information into the ERP system, including customer identification information, watch and/or part information, estimate of charges, special needs, parts requirements, etc.
- Track shipments and prepares claims for those that are determined to be lost in transit.
- Performs Quality Control for outbound repair orders.
- May process credits for part returns.
- Assists in processing/answering all correspondence.
- Processes credit card payments.
- Resolves all customer concerns and investigates claims received by mail or telephone.
- Ability to follow directions from management or a member of the Lead Team.
- Ability to interact effectively with co-workers, team members, and management.
- Ability to understand and follow work rules and procedures.
- Ability to accept constructive feedback and make corrections.
- High School Diploma or three years related experience and/or training; or equivalent combination of education and experience.
- Strong customer focus and ability to work under pressure.
- Excellent follow-through and attention to detail.
- Bi-lingual English/Spanish a plus.
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Customer Care Representative - Torrance, United States - Citizen Watch Company of America, Inc.
Description
Citizen Watch America represents the sales and marketing for the Citizen Group within the U.S., Caribbean and Latin American markets. The brands included within Citizen Watch America are Citizen, Bulova, Frederique Constant, Alpina, and Ateliers deMonaco. Each individual brand builds upon their very distinctive identities in the market with their unique, differentiated advertising, marketing and brand campaigns. As a combined company, however, the brands can assist each other and leverage the power that a larger unified entity brings.Our vision is to lead the affordable luxury watch market by offering the most compelling collection of brands and products that are loved, favored, and respected by citizens of the world.
We will continue to leverage our heritage and expertise to enrich the lives of our current and future customers and Employees through unparalleled excellence in creativity, design, craftsmanship, innovation, technology, value, and service.
SUMMARY
Assist customers' requests for service, parts and technical watch information via inbound and outbound phone, mail, and in person.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
Job Type: Full-time
Salary: $ $19.00 per hour
