Customer Service Representative

Location: Mount Hope

* Respond to customer's inquiries and/or complaints regarding the company's product or services.

* Respond to calls on a daily basis, incoming and/or call-backs.

* Determine best method (s) to resolve problems to ensure customer satisfaction and adhere to company policies

* Inform customers of procedures and resolutions of problems.

* Provide follow-up to ensure customer satisfaction.

* Provide guidance and support to Lewisville CSR's.

* Assist upper-management in delegating routine office work.

* Essential Duties and Responsibilities:

* Maintain an accurate account of incoming telephone calls.

* Operate computer terminal (JDE, Right Fax and/or other applicable programs as designated by specific job responsibilities) to order parts, enter service history and provide shipping/receiving dates.

* Process credit card, check and in-warranty orders.

* Track packages/shipments through carrier.

* Provide detailed explanation of company policy and procedures in respect to warranty.

* Investigate and respond to customer order/billing inquiries and process credits if necessary.

* Take, investigate and solve customer complaints.

* Interface with dealers to solve customer problems.

* Provide non-warranty sales and/or service referrals for product, authorized service dealers or distributors.

* Mail/fax/email sales literature and service information to customers.

* Provide follow-up with customer, retail store, distributors and/or dealer as necessary.

* Right Fax acknowledgement of credits and invoices. Mail rejections of Right Fax.

Skills/Experience Requirements:

* Customer Service Experience

* Exceptional telephone communication and problem solving skills. Basic computer skills, including data entry, Excel, Word, Power Point and Lotus Notes. Must be capable of handling advanced customer complaints in a satisfactory manner.

Education Requirements:

* High School Diploma or Equivalent.