Call Center Representative

2 weeks ago

Spokane, United States Reliable Parts Full time

ABOUT RELIABLE PARTS

We are a leading distributor of appliance parts in the US and Canadian markets. With over 60 branch locations and 8 distribution centers, we provide service to customers in multiple sectors, including extended warranty, national accounts, multi-housing, government, e-commerce, and retail spaces. We pride ourselves on the exceptional products, services, and value we add to the appliance parts service and repair industry.

We are also proud of our exceptional employees. They ensure that all orders and inquiries are researched and handled knowledgeably and professionally, and we provide the training they need to succeed. Because of their dependability, we consider them a big part of our success. In turn, we offer opportunities for growth and relocation, as well as great benefits and supportive management that make our growing business an industry leader.


About the Position: The Call Center Representative position communicates with customers via telephone, Live Chat and email to order products, resolve conflicts with order discrepancies, shipping issues and general problem solving with a specific focus on customer retention and satisfaction.


Task and Duties:

  • Answer inbound customer service phone calls
  • Correspond with customers via email and Live Chat sessions
  • Achieve call center metric targets and customer satisfaction objectives
  • Identify, research and resolve complex, routine and non-routine customer issues using creative problem-solving and quick decision making
  • Recognize and act on opportunities for additional sales
  • Troubleshoot and resolve order discrepancies
  • Collaborate with warehouse personnel to resolve shipping conflicts
  • Partner with the outside sales team on customer satisfaction issues
  • Promote culture focused on world-class customer service, building customer trust, and taking ownership of all customer issues
  • Recognize and document trends in customer queries and relate them to supervisors
  • Establish and maintain customer relationships by handling problems with concern, speed and professionalism
  • Direct customers to appropriate resources
  • Recommend process improvements
  • Prioritize the daily tasks and demands with flexibility
  • Be a team player and support the needs of an organization
  • Engage in continuous self-training to expand product knowledge
  • Other duties as assigned by management

Education and Experience:

  • Multi-tasking proficiency
  • Minimum high school diploma or GED
  • Positive, customer oriented, service attitude
  • Prior call center or customer service experience a plus
  • Excellent written and verbal communication skills
  • Ability to type 40+ words per minute
  • Basic computer literacy
  • Ability to work under pressure and multitask
  • Experience with appliance parts or major home appliances preferred
  • Bilingual a plus

Benefits:

This sales position earns a competitive wage. We provide great benefits, including medical, dental, vision, 401K, holidays, paid time off (PTO), employee discounts, life insurance, and disability. If this sounds like the right opportunity for you, apply today


Physical Requirements:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Must have regular, consistent, and predictable attendance.
  • Ability to utilize office equipment/computers
  • Remain in stationary position, often standing or sitting for prolonged periods
  • Communicate with others to exchange information
  • Work collaboratively in a team environment
  • Regularly use hands and fingers to handle, control or feel objects tools or controls
  • Regularly repeat the same movements when entering data
  • Regularly speak clearly so listeners can understand
  • Regularly understand the speech of another person
  • Frequently focus on one source of sound and ignore others
  • Frequently hear sounds and recognize the difference between them


Job Posted by ApplicantPro

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