Customer Service Representative

JOB SUMMARY:

Responsible to provide superior service by assisting our retail stores and their customers in preserving our business relationship to create long-term, loyal customers. Responsible to work with retail stores to create a resolution that is in everyone’s best interest.

ESSENTIAL FUNCTIONS:          Bi-LINGUAL 

• Answer incoming calls to the Call Center pertaining to products and circular items, sales, deliveries, warranty information, store locations, store phone numbers and hours, etc.
• Resolve customer complaints to the satisfaction of both customer and store. Complaints received are in the form of telephone calls, letters, e-mails, and in person.
• Respond to all letters received from the BBB and Consumer Affairs regarding customer complaints.
• Respond to questions from both Dealer and Corporate stores concerning customer accounts, inventory availability issues as well as STOREnet and ARMS application support questions.
• Research Merchandising questions concerning the catalog and advertisements to support the STOREnet point-of-sale system and Badcock customers.
• Assist the Customer Service, Technical and Account Management teams with the following as assigned:
•      Triage incoming calls and dispatch work orders to the appropriate Queue.

   

       Perform selected adjustments to customer accounts.

   

• Maintain accurate call records of all Call Center activities.
• Be helpful, courteous, and friendly to all those who make contact with the RSS Call Center.
• Adhere to all call center procedures and quality control standards.
• KNOWLEDGE AND SKILLS:                   

   

   

   

• High school diploma. Associate degree a plus.
• One to two years retail customer service experience.
• Basic computer skills in Microsoft Office applications (Word and Excel). Successful completion of STOREnet POS training is required.
• Ability to communicate effectively with Dealers, customers, management and personnel by telephone, or through written communication; assimilate information and make decisions; work under pressure in a detailed, organized, and professional manner.
• Ability to sit for long periods of time, speak, and type (computer / analysis work, etc.)
• Strong customer service, professional telephone etiquette, problem solving and decision making abilities.
• Expected to cross train with other functional areas of the RSS department including Technical Support and Account  Management.
• Effective time management skills and the ability to multi-task.