Summary Description
Responsible for providing assistance, information and support to customers regarding products or services. Duties include answering inquiries, resolving issues and ensuring customer satisfaction through effective communication and problem solving while striving to nurture a top-tier customer experience
Essential Duties
- Identify and recommend suitable products or services to meet customer needs
- Respond to customer queries in person, on the phone, or via email
- Resolve complaints in a timely manner ensuring positive customer experience
- Develop and maintain thorough knowledge of available product and services
- Process orders, accept payments, and issue refunds/credits
- Work as part of a team, collaborating with colleagues to resolve client issues and providing excellent customer service
- Maintain accurate records of client communications and resolutions
- Communicate valuable feedback to other departments regarding customer comments and possible opportunities for improvement
- Other related job duties as assigned
Essential Job Skills and Experience
Education/Experience: Any combination of education and required skills and knowledge for successful performance would be qualifying:
- High School Diploma or GED equivalent, college coursework preferred but not required
- One year of professional customer service experience preferred but not required
- Experience in a manufacturing or garage door industry preferred
Knowledge: Thorough knowledge of products and quality standards. Knowledge of customer service principles and practices. Extensive knowledge of product catalog and troubleshooting techniques
Skill: Strong oral and written communication skills, strong interpersonal skills, Microsoft Office, proficient computer, keyboarding and 10-key skills, positive, upbeat and professional demeanor; a “Yes We Can!” attitude, professional, engaging verbal communication skills by phone and in person, handling high volume phones and fast paced environment.
Ability: Efficiently network and coordinate work with customers and suppliers, to manage effectively time to meet targets and deadlines, to excel in a fast-paced environment; ability to multitask is a must. Demonstrate passion and enthusiasm for customer service excellence, maintain focus and positivity while resolving challenging or complex problems
Benefits:
- Competitive pay
- Health, dental, and vision insurance
- Paid time off
- RRSP matching program
- Career growth opportunities
The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory or all duties, responsibilities, and qualifications required of employees assigned to this level.