Customer Support Representative

Walker Tape® is hiring a Customer Support Representative to join our team!

A Bit About Walker Tape®

Walker Tape® is the industry leader in tapes and adhesives for hair replacement systems. Our company creates and customizes tapes and adhesives for just about any industry, particularly beauty. Walker Tape® was started in 1985, and we haven't taken a break yet. Even though we've grown a lot in the last few years, we're committed to maintaining a close-knit team culture.

Walker Tape® is an equal opportunity employer. We believe that diversity is an asset, and that diverse backgrounds, beliefs, and experiences are crucial to our success. Our goal is to develop a team of hardworking, sharp, and diverse individuals.

How You'll Fit In

We strive to make working at Walker Tape® an awesome experience. Our team is full of exceptional individuals who we genuinely value. Here's how we operate:

Take Time Off

Once you're hired, you'll receive 44 hours of paid time off. After your six-month anniversary, you'll earn an additional 60 hours of PTO. Our PTO schedule is based on years of service, meaning as you stay with the company, you'll be allotted more PTO each year. We want you to be able to get out and do fun stuff!

Keep Learning

We want to help you grow and flourish! We'll send you to conferences, trainings, and buy you books to help you learn something new.

Benefits

Walker Tape® covers 90% of the premiums for your medical, vision, and dental insurance.

We also cover 100% of the premium for a $50,000 life insurance policy for you, and $10,000 for your spouse and each of your dependents! Walker Tape® also offers the following employee-paid benefits:

• Voluntary Life Insurance
• Short Term Disability Insurance
• Critical Illness Insurance
• Accident Insurance

Walker Tape® also provides a generous 401(k) retirement plan with employer contributions, no match required!

Bonus Opportunities

There are opportunities for bonuses. You'll be in on that from day one. When Walker Tape® wins, so do you.

Job Summary

The Customer Support Representative will interact with the company's domestic customers via telephone by addressing inquiries, resolving complaints, and placing orders.

Responsibilities

• Interacts with customers via telephone and email.
• Establish rapport and demonstrate empathy with customers, making them feel valued.
• Strong sales and persuasion skills, with the ability to identify customer needs and offer suitable product solutions.
• Conducts outbound calls to current and potential customers to share product information, follow up on leads, and drive sales opportunities.
• Assisting customers with professionalism.
• Meeting/exceeding business metrics.
• Ensures that appropriate actions are taken to resolve customers' problems and concerns.
• Maintains customer accounts and records of customer interactions with details of inquiries, complaints, or comments.
• Uses knowledge of a specific product, service, or other assigned area of expertise to answer inquiries or to forward to the appropriate staff.
• Effectively use internal resources, such as computer systems, online resources, and business partner relationships, to arrive at the right solution for the customer.
• Demonstrating excellent customer service skills with perseverance to resolve issues and process transactions accurately.
• Track and report customer feedback
• Performs other duties as assigned.

Required

Skills and Abilities

• Excellent communication skills, both verbal and written, including active listening.
• Sales or outbound calling experience preferred.
• Empathy skills to support the challenges of our diverse customers.
• Service-oriented and able to resolve customer grievances.
• Proficient computer skills with the ability to learn new software.
• Knowledge of, or ability to learn, product, service, or area of customer service specialization.
• Pro-active problem-solving skills.
• Ability to manage challenging situations and conversations.
• Openness to coaching for professional success, as well as growth and development.
• High school diploma or equivalent.
• 2+ years customer service experience required.
• 1+ years call center experience required.

Physical Requirements

• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.

Walker Tape® is an equal employment opportunity employer that participates in the E-Verify program as required by law. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics. Background checks and/or drug screening will be required upon hire.