What are the responsibilities and job description for the Call Center Representative position at Reliable Parts Inc?
Counter / Call Center Customer Service Representative
About Reliable Parts: Reliable Parts is a leading distributor of appliance parts in the US and Canadian markets. We provide exceptional products, services and value to the appliance parts service and repair industry. Reliable Parts/Appliance Parts Depot has 62 branch locations and 8 distribution centers across US and Canada. The company is positioned for significant growth and looking for a dynamic and motivated individual to join the organization.
About the Position: We are seeking a talented Call Center Customer Service Representative who possesses a strong commitment to work and who thrives in a busy, challenging, team-oriented environment. If you are motivated, have a "can do" attitude and a desire to learn and grow with an organization, this opportunity is for you!
Task and Duties:
- Answer inbound customer service phone calls
- Correspond with customers via email
- Achieve call center metric targets and customer satisfaction objectives
- Identify, research and resolve complex, routine and non-routine customer issues using creative problem-solving and quick decision making
- Recognize and act on opportunities for additional sales
- Troubleshoot and resolve order discrepancies
- Collaborate with warehouse personnel to resolve shipping conflicts
- Partner with the outside sales team on customer satisfaction issues
- Promote culture focused on world-class customer service, building customer trust, and taking ownership of all customer issues
- Recognize and document trends in customer queries and relate them to supervisors
- Establish and maintain customer relationships by handling problems with concern, speed and professionalism
- Prioritize the daily tasks and demands with flexibility
- Be a team player and support the needs of an organization
- Engage in continuous self-training to expand product knowledge
- Other duties as assigned by management
Education and Experience:
- Minimum high school diploma or GED
- Multi-tasking proficiency
- Positive, customer oriented, service attitude
- Two years prior call center or customer service experience
- Excellent written and verbal communication skills
- Ability to type 40 words per minute
- Basic computer literacy
- Ability to work under pressure and multitask
- Experience with appliance parts or major home appliances preferred
- Bilingual a plus
Job Type: Full-time
Pay: $17.00 - $19.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Disability insurance
- Employee discount
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Paid training
- Vision insurance
Schedule:
- Monday to Friday
Supplemental Pay:
- Bonus pay
Education:
- High school or equivalent (Required)
Work Location: One location