What are the responsibilities and job description for the Work at Home Web Customer Service Representative position at ContactUS, LLC?
DETAILS
This would be an ONSITE training for 1 week at our Mount Vernon, OH location. Once training is completed, you would then move to a work at home environment,
RESPONSIBILITIES
Respond to level 1 customer e-mail inquiries; providing information when needed such as basic product information and availability, status of orders and backorder, return instructions, etc.
AGENT MUST LEARN
Customer Service App
SENTRY systems
Summit Racing web site
Oracle
Successfully complete the Customer Service training course
Successfully complete Web Support training
SKILLS
Detail oriented – excellent organizational skills
Must be able to research and follow through with order problems
Excellent spelling, grammar and written communication skills
Basic computer skills, to include typing, internet use, and database entry
Strong communication skills and good judgment are essential
Must display problem solving skills
Conduct themselves in a professional and customer friendly manner at all times
Previous mechanical experience or exposure to aspects of automotives in general a plus
Knowledge of product lines that Summit Racing carries is a plus
SERVICE LEVELS
Will maintain monitoring score of 85%
Will handle average of 10 emails per hour
Will meet first contact resolution rate of 80%
Maintain positive feedback from Summit
Conduct themselves as a Summit employee maintaining companies core values of people, customer and performance:
- Be a part of the team
- Take pride in your work
- Exceed customers’ expectations
- Maintain highest levels of honesty and integrity
- Don’t violate customer’s trust
- Never give a customer a reason to shop elsewhere
- Work efficiently
- Look for ways to improve
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