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Customer Service Representative

2 months ago

Lewisville, United States Konnect Resources Full time

With over 40 years of excellence in crafting fine window furnishings, this business is focused on leading the window covering industry in quality, service, selection, and value. They are passionate about their products and dedicated to providing their customers, such as The Home Depot and Walmart, with exceptional service

Pay: $20.00 per hour

Status: Temp to hire

Location: Lewisville, Texas

Schedule: M-F 8-5pm CST

The Standards

The following standards are expected of all Company employees:

  • Maintain strong personal ethics and a high level of service
  • Maintain respect and common courtesy for your peers as well as customers
  • Maintain a professional image while on the telephone
  • Maintain strong listening skills to handle difficult situations or customers
  • Maintain effectiveness and efficiency while striving to do it right the first time
  • Maintain a teamwork atmosphere and take on the opportunity to be cross-trained
  • Maintain ability to learn to use standard or special application computer software package
  • Maintain innovation to bring along positive change
  • Maintain respect for policies, procedures, and confidentiality
  • Maintain ability to establish priorities

What youll be doing:

1. Responds to basic customer inquiries by telephone, e-mail, or chat to provide product status update.

2. Understand the ship out order tracking in the SS including container info and our website order tracking.

3. Understand how to track an order on a carriers website.

4. Understand how to call a carrier to gather additional information relating to a shipment.

5. Understand the basics of how company moves freight internationally and domestically.

6. Have a basic understanding of our product lines.

7. Understand how to, where to, and when to transfer a call when it is beyond their level of expertise.

8. Know how to enter a note for an order on the website.

9. Understand how to walk a customer thru website troubleshooting for different browsers.

10. Understand how to look up dealer information on both website and SS.

11. Understand the level 99 and my account settings.

12. Assist with researching and or entering basic RGAs as requested by an upper-level CS agent or leadership.

13. Be liaison between customer and companies shipping teams to provide needed information relating to our shipments.

14. Handle research and follow up for the will call list.

15. Communicate with shipping department relating to carrier related issues. Know and who to escalate to

16. Handle emails from factory when they need additional information relating to a shipment or order.

17. Research the orders on the product return list to determine reason for return.

Your strengths and experience may include:

  1. Critical knowledge, skills, or abilities, which are necessary for a new person to perform at the acceptable level of the position
  2. Basic light problem-solving skills
  3. Strong attention to detail and accuracy
  4. Strong verbal and written communications skills, including phone & email with an ability to clearly articulate the status of an order to a variety of audiences
  5. Some analytical thinking to solve basic issues
  6. Proven ability to build solid relationships and work effectively with others at all levels of an organization. (Internal and external stakeholders.)
  7. Proficiency in Microsoft computer skills, i.e., Word, PowerPoint, Excel, Outlook, & Zoom
  8. Proficiency in interactive phone system
  9. Proactively address customer concerns with confidence. Know when to escalate & partner with leadership team