Customer Service Representative

Customer Service Representative

The Customer Service Representative will play a critical role in ensuring customer satisfaction by providing best-in-class product service and support. This role will support the management of inbound touchpoints, via all channels (i.e., phone, email, chat, and social media) to assess the customer's product needs for timely resolution ensuring the customer's satisfaction. This position will be customer facing and the front-line contact between the organization and the customer and will provide product support for all areas pertaining to the product category. This role will help to support warranty, technical and installation issues and will require knowledge of and support all policies, processes, and related systems to support product categories to meet and exceed customer expectations.

Core functions include:

• Provide front-line support to the customer in a friendly, approachable, and professional manner.
• Respond to customer product inquiries and issues via all touchpoint channels (phone, email, chat, social media).
• Provide accurate and timely assistance to help customers resolve product-related problems or inquiries.
• Handle and support high volume of inbound touchpoints from customers, related to product, from all channels.
• Address and respond to all product related inquiry to include basic installation and technical, product condition or product out of the box issues or complaints, missing or wrong hardware, all product warranty, and general product information lookup.
• Maintain an understanding of product category offerings, product functionality, and the manufacturing process for each product.
• Stay current with product updates, product trends, and product changes to provide knowledgeable and accurate information to customers.
• Educate both internal and external customers about all product features. Provide knowledgeable support and assist customers with product issues and concerns with ability to communicate steps for resolution to achieve the highest customer satisfaction.
• Responsible for data entry for all warranty no-charge orders resulting from customer product inquiries, claims, and product troubleshooting.
• Maintain and keep record of customer interactions, transactions, comments, and complaints.
• Complete customer transactions, documentation, and/or warranty data entry in a timely manner.
• Work with cross functional teams to provide product trends for warranty or reason for inbound touchpoints.
• Maintain a positive, empathetic, and professional demeanor at every customer touchpoint.
• Provide exceptional customer service by meeting and exceeding customer expectations with our internal and external customer base.
• Achieve established goals or targets set forth the product category team as communicated via leadership.
• Continuously improve job specific skills, system comprehension, and technical acumen in vehicle/product knowledge through training.
• Perform additional duties, as assigned.

Qualifications & Requirements

Education and Experience

• High school diploma is required.
• Minimum 1+ years of customer service, hospitality, technical support, or related work experience is required. 2-5 years of experience preferred.
• Experience in CRM is preferred.

Required Licenses

· None.

Skills, Abilities, and Knowledge

· Ability to effectively use Microsoft Office Suite, including Outlook, Word, and Excel.

· Excellent written and oral communication skills. Ability to maintain/exceed overall performance with high levels of accuracy.

· Ability to demonstrate flexibility and innovation to resolve problematic issues in a professional manner.

· Advanced organization, prioritization, and attention to detail skills.

· Able to resolve conflict with ease and compassion

· Ability to work independently or with others in a fast-paced environment with constant interruptions.

· Excellent attendance and dependability.

· Ability to respond to common inquiries or complaints.

· Demonstrate proficiency with multilateral computer systems and technology.

· Flexible schedule with the availability to work weekends and holidays.

· Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form

· Promotes a team atmosphere through a positive attitude and working well with others.

Pay and Benefits:

· Comprehensive medical, dental, and vision health insurance eligibility within 30 days of your date of hire.

· Company paid life insurance, short- & long-term disability.

· A matched 401k savings program to plan and save for your retirement.

· Educational assistance to continue in college or pursue additional skills and further your career.

· Big discounts on great Truck Hero products for you, your family, and friends.

Perks That Go the Extra Mile: At RealTruck, we take care of our people—because they drive our success. Enjoy great benefits like medical, dental, and vision coverage, company-paid life insurance and disability, and a 401(k) with company match (eligible the first of the month after you start). Need balance? We've got wellbeing days and parental leave. Want to grow? Take advantage of educational reimbursement. Plus, earn referral bonuses and score exclusive employee discounts on RealTruck products. Great benefits. Great people. Even better careers.

RealTruck is the premier manufacturer and digital destination of accessories for truck, Jeep®, Bronco® and off-road enthusiasts around the world. Globally headquartered in Ann Arbor, Michigan, RealTruck's 6,000+ associates operate from 35+ facilities across four continents. RealTruck's industry leading product portfolio, which includes the Husky Liners total vehicle protection brand, boasts over 1,000 patents and pending applications. The company's omni-channel retail approach delivers a seamless consumer experience online at RealTruck.com, as well as through its 12,000+ dealer network and automotive (OEM) partnerships.

Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.