Receptionist / Client Relations Specialist I

Job Description

Job Description

The BendPak Sales team requires an enthusiastic and attentive Level 1 Specialist with a talent for generating excitement about BendPak and Ranger’s extensive line of Automotive Service Equipment. The successful candidate will play a fundamental role in achieving our ambitious customer acquisition and revenue growth objectives. You must be comfortable making dozens of calls per day, qualifying prospects, maintaining relationships, and processing orders.

The Level 1 Specialist will assist the Customer Service department through the use of various productivity software. The role also involves typical receptionist duties such as answering and directing calls, greeting visitors, and managing correspondence. In addition, you will communicate with end-users and Service Centers via email and phone to obtain updates and status of repairs done to the product.

The Client Relations team also offers assistance to all of the domestic sales channel teams if needed.

KEY RESPONSIBILITIES:

• Understand customer needs and requirements
• Route qualified opportunities to the appropriate sales team member(s) for further development and closure
• Maintain and expand your database of prospects to follow up and maintain an ongoing relationship with
• Deal directly with domestic customers either by telephone or electronically. 
• Respond promptly to domestic customer inquiries
• Handle and resolve customer issues
• Obtain and evaluate all relevant information to handle inquiries and complaints
• Process orders, forms, applications, and requests
• Direct requests and unresolved issues to the designated department or manager
• Keep records of customer interactions and transactions
• Record details of inquiries, comments, and complaints
• Keep up to date with product and service changes as they occur
• Communicate and coordinate with internal departments
• Follow up on domestic customer interactions
• Intake tech support queue calls
• Create and assign new tickets using Freshdesk to agents in Customer Service
• Follow up emails and calls to all end-users and service centers
• Process website inquiries via email when needed
• Assist Customer Service with miscellaneous emails and inquires
• Input parts orders into CSD
• Enter all warranty registrations into CSD
• Familiar with Freight Carriers and Shipping Processes
• Ability to maintain organized work station and process with excellent follow up 
• Receptionist Duties (as needed)  
• Act as a backup, be part of, and answer all over-flow phone queues.  
• Create a truly friendly atmosphere and provide a great experience for all visitors.  
• Receive and greet guests in a friendly manner within 5 to 10 seconds of walking through our lobby doors.  
• Stand up to greet guests and greet them by name whenever possible.  
• Ensure all guests check in using our guest check-in system, hand out badges, and keep track of guests at all times while in our office.  
• Pick up and distribute mail.  
• Open, sort, log, and distribute incoming mail.  
• Log incoming checks into the Accounting Check log.  
• Ensure that the front desk is neat, presentable, and equipped with all necessary supplies.  
• Participate in the learning and development process to enhance knowledge and skills.  
• Assist with general office duties and other tasks as assigned by management.  

REQUIREMENTS AND TECHNICAL COMPETENCIES:

• Some college preferred. High school diploma, general education degree or equivalent is required
• 2+ years’ experience in Customer Service, Order Processing or related field
• Excellent knowledge of MS Office, including Outlook, MS Word and MS Excel
• Working experience of relevant computer applications and General Internet use
• Must be proficient in English written and communication skills
• Working knowledge of ERP 
• Working Knowledge of customer service ticketing systems
• Strong data entry skills 
• Strong written and oral communication skills
• Professional demeanor
• Comfortable performing repetitive tasks 
• Highly motivated and target-driven 
• Prioritizing, time management and organizational skills
• Knowledge of customer service principles and practices
• Knowledge of administrative procedures
• Ability to type (45-60 WPM)
• Minimal initial mechanical or automotive experience a plus
• Call center experience helpful but not required
• Interpersonal skills
• Listening skills
• Problem analysis and problem-solving
• Attention to detail and accuracy
• Data collection and order entry skills
• Customer service orientation
• Adaptability
• Initiative

WORK ENVIRONMENT and PHYSICAL DEMANDS:

• This job operates in a professional office environment and typical of a call center operation.
• This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines and various computer programs.
• The Client Relations Representative is routinely required to sit, stand, walk, climb stairs, touch, see, and hear; occasionally operate machinery and occasionally lift up to 45 pounds.