Customer Relations Rep

Job Title:Customer Relations Representative Department: Customer Relations

Reports To: Customer Relations Supervisor FLSA: Non-Exempt

Position #: 002640 Shift: Varied shifts

Job Summary:

Customer Relations will be the single point of contact if customers should have any issues with product purchased from the Company. Process paperwork and enter transactions into computer system to document customer service. Become familiar and proficient at the following tasks in order to fill in as needed in Sales Support during low call volume times and as otherwise deemed necessary.

Perform additional tasks as requested.

Essential Functions:

• Answer incoming calls and return calls to customers regarding various issues. All calls must be returned by end of shift.
• Answer incoming emails and respond confirming receipt to all customers regarding various issues. All emails must be returned by end of shift.
• Coordinate with delivery and service/parts department on customer behalf and communicate updates to the customer.
• Ensure cosmetic parts are ordered (via the Service Department) from manufacturers for damaged units in customers’ homes.
• Contact manufacturers and outside warranty companies to secure reimbursement for damaged and/or non-returnable products.
• Negotiate with customers and manufacturers to resolve any outstanding customer issues.
• Schedule service (via the Service Department) as needed to address customer product issues and evaluate any previous service to determine if an exchange of product is warranted.
• Key new sales and credit memos, complete Debit Memos or other paperwork (e.g., Short Forms), and schedule installation, as needed, for product exchanges.
• Issue Purchase Orders (PO) for Standard’s Extended Service Plan (ESP) service performed by outside service providers.
• Approve POs given to outside service providers to complete a service call.
• Perform other duties as assigned by the Customer Relations Supervisor or Store 01 Manager.

Minimum Qualifications:

• At least one (1) year of dealing with escalated customer service issues.
• Must be organized and detail-oriented.
• Must have and maintain a positive attitude when working under stress with customers and co-workers.
• Must be able to work under pressure with time sensitive issues.
• Must have the ability to ascertain and address specific needs of customers.
• Ability to work positively in a team environment.
• Fluency in English (Written and verbal).
• Computer knowledge and skills.

Preferred Qualifications:

• Customer Service certification from a business or accredited college.
• Two years or more of on the job Customer Relations experience dealing customer/vendor relations at an escalated level.
• Proficient with Escalate Retail software.
• Intermediate knowledge of Excel.
• Fluency in Spanish, Eastern European or Asian languages.

Physical Demands:

• Incumbent will sit for long periods of time (e.g., 3 or more hours at a time).
• Incumbent will type and talk on the phone for long periods of time (e.g., 2 or more hours at a time), and will interact with angry customers.

Commissions on Warranty Sales:

Extended warranty commission code “W” will be paid at 15% of the retail selling price. Must be sold at or above minimum selling price.

Additional Notes:

The intent of this job description is to provide a representation of the duties and responsibilities performed for the position. The company has, to the best of its ability, captured all the duties of the position. However, the person(s) holding the position may be required to perform other job-related tasks other than those specifically presented in this description.