Customer Service Representative

Job Description

Job Description

The Customer Service Representative will be responsible for positive customer relationship interactions, processing of customer orders, and the coordination between all parts of the organization to achieve results. This role is the primary support position for the field sales team that drives customer satisfaction with a focus on what is right for the customer.

BENEFITS

• Generous benefits package including medical, dental, life, accident, critical care, and short-term & long-term disability insurance.
• 401K retirement program with employer match
• Paid holidays, sick and vacation time
• Employee purchase pricing on auto, power sport, and bicycle tires

RESPONSIBILITIES

• Understand and act on what is right for the customer
• Resolve customer requests and complaints via phone and email
• Place, cancel, modify, or expedite orders on behalf of the customer
• Consistent and accurate data entry of customer orders, customer information, and customer interactions
• Develop relationships with customer base via daily interactions
• Answer questions about warranties or terms of sale
• Act as the company gatekeeper to inbound calling prospects
• Suggest solutions when a product malfunctions
• Attempt to persuade customer to reconsider cancellation
• Inform customer of deals and promotions
• Sell products and services over the phone or via email
• Work with customer service manager to ensure proper customer service is being delivered
• Record customer interaction information in CRM system
• Handle changes in policies or renewals
• Assist in the management of correspondence between the sales team and their clients
• Provide relevant information of customer interactions to sales team members
• Work with management, production, and shipping teams to support the customer
• Develop strong product and market knowledge
• Performs other duties as assigned

KNOWLEDGE, SKILLS AND ABILITIES

• Strong analytical and problem solving skills
• Shows initiative
• Ability to work independently with strong decision making and critical thinking skills
• Good written and verbal communication when dealing with customers
• Strong organizational skills
• Excellent interpersonal skills
• Proficient with Microsoft Office Suite, and other software programs
• Ability to multi-task and prioritize
• Ability to work under pressure and with deadlines
• Conflict resolution
• Ability to work independently and on a team
• Enthusiasm for what you do!

Equal Opportunity Employer (EOE).

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