Customer Care Specialist

Customer Support Representative IRinnai America Corporation is the leader in tankless water heating, a technology that is growing rapidly as businesses and homes convert to an efficient, endless supply of hot water. We have a commitment to our employees and a strong, accountable culture with a practice of giving back to our communities.Rinnai America Corporation (RAC) is looking for RAC-STARS!Delight customers by answering and resolving customer questions via phone and/or digital channels. Provide prompt product support to consumers and answer general inquiries about registration, warranty, or product issues. Process orders and/or log problem incidents using desktop tools.This position is located at 103 International Dr. Peachtree City, GA.Must be able to work a flexible schedule between the hours of 8:00am EST - 8:00pm EST.This position requires flexibility in scheduling based on business and customer support needs. While standard hours are typically maintained, occasional evenings, weekends, and/or on-call shifts may be required to ensure timely resolution of issues and maintain customer continuity.Other Perks/Benefits: Best-in-class health benefit programs that provide eligibility on 1st day of employment, 401k match, Paid Volunteer Community Service Day, and so much more.Focus on Consumer Customer IssuesApply Rinnai’s “world class” customer service philosophy to our indirect customer base mainly composed of consumers who inquire about our products.Identify and handle the indirect consumer / customer inquiries via telephone, email or any other form of communication, completely, timely and accurately.Support Consumer-resolvable technical issues on Rinnai products; refer customers to Service providers within the PRO network when professional help is needed. Provide support on TANKLESS WATER HEATERS and consumer-applications and settings.Provide proper documentation of consumer / customer inquiries within Rinnai’s established tracking system to manage customer needs, issues and resolution.Uses available technologies and/or product literature and follows established processes to ensure accuracy and operational effectiveness in the handling of customer inquiries.Assist customers in determining parts needed. Accurately enter and process all parts orders within the parts order entry system.Effectively interact closely with Purchasing in identifying the need and timely ordering of parts to replenish inventory.Respond to distributor/customer requests for up-to-date parts lists, and pricing.Process paperwork timely for parts order credits issued due to shipping damage, incorrect shipments, etc.Maintain detailed and current knowledge of the Company’s products and parts.Respond to questions regarding shipping status of orders and returnsQuote repairs and get approval for repair/shipmentMonitor order status and expedite delivery as requiredProvide feedback on updates needed to internal/external Knowledge Base as neededPerform other duties as assignedOvertime as requiredAwareness and compliance of Company Policies and ProceduresRequirements:KnowledgeHigh school diploma or equivalent required.3 + years' experience demonstrated strong customer service skillsProven experience and knowledge effectively servicing customer base in multi-channeled working environment.Customer Resolution Techniques to successfully complete customer situations.SkillsIntermediate computer skills with MS Office experience to be proficient.Confident, professional, courteous telephone techniquesExcellent verbal and written communication skills to deliver and interpret information exchange most concisely.Efficient time management skills, with the ability to listen and follow through with appropriate actionComfortable with sales techniques to present value-added services to customersAbilitiesMust be able to work a rotating shift between the hours of 8 AM and 8 PM eastern including weekends and holidays.Ability to work co-operatively and effectively in a teamBuild and maintain effective relationships with all levels of staff and customers.Strong customer service orientationAdaptability and flexibilityAbility to plan and operate with a minimum of supervisionApproachable, able to establish rapportExtensive or high volume of paperwork/digital dataDetail-oriented and accuratePhysical Requirements:Physical ActivitiesRemaining in a stationary position, often standing, or sitting for prolonged periodsRepeating motions that may include the wrists, hands and/or fingers.Communicating with others to exchange information.Environment ConditionsNo adverse environmental conditions expected.Physical DemandsLight work that includes moving objects up to 20 poundsBenefitsMedical, Dental, Vision, and PrescriptionFlexible Spending Account (FSA) options for Medical and Dependent CarePaid Time Off (PTO), Floating Holidays (FH)Paid Holidays401(k) Plan with Company MatchCompany Paid Life InsuranceVoluntary Life InsuranceShort- and Long-Term DisabilityProfessional DevelopmentTuition ReimbursementAnnual Incentive Plan (AIP)Referral BonusesPaid Volunteer Community Service DayTobacco and Drug-Free CampusesEmployee, family, and friend’s discountRinnai America Corporation is an equal opportunity employer that is committed to inclusion and diversity. We take affirmative action to ensure equal opportunity for all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other legally protected characteristics.