Customer Service Representative

Responsibilities

• Respond to customer’s inquiries and/or complaints regarding the company’s product or services.
• Respond to calls on a daily basis, incoming and/or call-backs.
• Determine best method(s) to resolve problems to ensure customer satisfaction and adhere to company policies.
• Inform customers of procedures and resolutions of problems.
• Provide follow-up to ensure customer satisfaction.
• Provide guidance and support to Lewisville CSR’s.
• Assist upper‑management in delegating routine office work.

Essential Duties and Responsibilities:

• Maintain an accurate account of incoming telephone calls.
• Operate computer terminal (JDE, Right Fax and/or other applicable programs as designated by specific job responsibilities) to order parts, enter service history and provide shipping/receiving dates.
• Process credit card, check and in‑warranty orders.
• Track packages/shipments through carrier.
• Provide detailed explanation of company policy and procedures in respect to warranty.
• Investigate and respond to customer order/billing inquiries and process credits if necessary.
• Take, investigate and solve customer complaints.
• Interface with dealers to solve customer problems.
• Provide non‑warranty sales and/or service referrals for product, authorized service dealers or distributors.
• Mail/fax/email sales literature and service information to customers.
• Provide follow‑up with customer, retail store, distributors and/or dealer as necessary.
• RightFax acknowledgement of credits and invoices. Mail rejections of RightFax.