Customer Service Representative/Call Center

Support high call volume with tact, diplomacy, and strong customer service behavior in accordance with company guidelines to provide World Class Service.

SPECIFIC RESPONSIBILITIES

• Accurately process customer orders into KBM and WOE systems according to internal processes in a timely manner.
• Obtain and record all information relevant to customer interactions.
• Provide pricing and shipping information.
• Maintain price files.
• Resolve order entry/shipping errors.
• Accurately, quickly and courteously receive incoming customer telephone calls and e-mails, and extract the maximum amount of essential information in a minimum amount of time.
• Accurately and quickly utilize computer-aided CRM, customer relationship management system tools to create cases, and manage customer order and product issues.
• Serve as an information resource to internal customer. Locate requested information through additional sources.
• Observe customer survey and feedback operations providing appropriate best practice responses.
• Participate in continuous education classes relative to product and process compliance. Participate in job-related training sessions and seminars.

KNOWLEDGE, SKILLS AND ABILITIES

• Coach our customers on spa usage and maintenance responsibilities.
• Understand our customers’ needs and listen and resolve issues as best you can professionally. Respond to order related issues, status of orders, general customer inquiries, and/or customer complaints.
• Good computer skills; ability to self-motivate; excellent people and customer service skills required.
• Answer high volume incoming customer service and order support calls, and e-mails.
• Process orders through available systems in a timely manner according to company guidelines. Demonstrate consistently a professional company image through phone and e-mail interaction.

QUALIFICATIONS

• Spa experience, basic mechanical aptitude, ability to understand technical product issues a plus
• High School diploma or equivalent.
• Good verbal and written communication skills
• Problem-solver; ability to deal with customers (internal and external) in difficult situations, ability to perform appropriately under stress and with displeased customers is also necessary.
• Computer literate, including Excel, Outlook, Word
• At least one (1) year experience in a product-based customer support function and/or call center environment.
• Understands coaching concept and is coachable.
• Understands the concept of winning culture values.
• Flexibility to work overtime and weekend hours. Maintain prompt and regular attendance according to company/department policy.

Job Type: Full-time

Salary: $14.00 /hour

Job Location:

• Wallingford, CT 06492

Required education:

• High school or equivalent

Required experience:

• CRM: 2 years
• Call Center: 2 years
• Electro-Mechanical Troubleshooting: 1 year
• Customer Service: 2 years
• Sales: 2 years