Position: Customer Service Representative Location: Butler, PA Hours: Monday-Friday; 8am-5pm, $10-11/hour depending on experience Benefits: Excellent benefits package (Pays over 90% medical insurance, dental, vision, 401K match 4%, state of the art fitness center, yearly pay increases, PTO, company picnics, and more!)
Position summary: The Customer Service Representative’s role is to maintain and enhance the company’s core value of CUSTOMER FOCUS by answering product and service questions, process orders, communicate in a professional manner customer needs to ensure customer satisfaction. This position requires heavy phone and computer usage. Pleasant demeanor and superior communication skills are a must.
Resolve product and service problems, clarifying customer complaint, determine the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment following up to ensure resolution.
Understand and be able to communicate company’s quality parameters on all products.
Have full knowledge and understanding of all products and services (i.e. glass types, manufacturing capabilities, patterns, etc.).
Manage incoming calls while referring non-CSR calls to appropriate departments (i.e. Lami, Commercial, Heavy, etc.).
Identify and assess customers’ needs to achieve satisfaction.
Build sustainable relationships of trust through open and interactive communication.
Meet personal/team targets (i.e. goals for personal development/answer calls by 3rd ring).
Handle complaints, provide appropriate solutions and alternatives within time limits and follow-up to ensure resolution.
Follow communication procedures, guidelines and policies.
Go the extra mile to engage customers.
Answer questions on warranties.
Have full understanding of RMA process.
Gather feedback on customer satisfaction and experience and communicate customer comments to appropriate people
Qualifications: • Previous customer service experience is preferred • Must have a great attitude and be willing to learn • Ability to learn computer system and consistently answer phones • Ability to type 50wpm and perform data-entry • Ability to sit for long periods of time • Must be reliable