Customer Service Representative
6 days ago
Job Title: Customer Service Representative
Location: La Palma, CA
Salary: $20.00 - $21.50 per hour
Projected Start Date: 2-3 weeks
Schedule:
- Shift: 7:00 AM - 4:00 PM or 8:00 AM - 5:00 PM
- Occasional weekends (once a month): Saturday or Sunday (7:00-11:00 AM or 1:00-4:00 PM)
The Standards:
All employees are expected to maintain the following standards:
- Personal ethics and a high level of service
- Respect and courtesy towards peers and customers
- Professional demeanor, in person and on the phone
- Strong listening skills for handling complex situations
- Commitment to efficiency and doing tasks correctly the first time
- Teamwork mentality with a willingness to be cross-trained
- Ability to use standard or specialized software
- Innovation and openness to positive change
- Adherence to policies, procedures, and confidentiality
- Ability to prioritize tasks effectively
Essential Job Functions:
- Respond to customer inquiries via phone, email, or chat to provide product updates.
- Track shipment orders and container information through internal and external systems.
- Navigate carrier websites to track orders and obtain shipping details.
- Communicate with carriers to gather additional shipment information.
- Understand international and domestic freight movement processes.
- Develop a basic understanding of product lines.
- Transfer customer inquiries beyond expertise to the appropriate team.
- Enter notes for orders on the company website.
- Walk customers through troubleshooting steps across various browsers.
- Look up dealer information on the website and internal systems.
- Understand and manage customer account settings.
- Assist in researching and entering RGA requests as directed.
- Act as a liaison between customers and the shipping team for shipment updates.
- Research and follow up on the will-call list.
- Communicate with the shipping department regarding carrier issues and escalate when needed.
- Respond to emails from the factory requesting shipment or order details.
- Investigate product return orders to determine the reason for return.
Non-Essential Job Duties:
- Perform similar duties as requested and assigned.
Job Requirements:
- Knowledge, Skills, and Abilities:
- Basic problem-solving skills
- Strong attention to detail and accuracy
- Excellent verbal and written communication skills (phone and email)
- Analytical thinking for basic issue resolution
- Ability to build strong relationships with internal and external stakeholders
- Technical Skills:
- Proficiency in Microsoft Office (Word, PowerPoint, Excel, Outlook, and Zoom)
- Experience with Genesys PureConnect (interactive phone system)
- Customer Service:
- Proactive approach to addressing customer concerns
- Ability to escalate issues and collaborate with leadership when necessary
The ideal candidate loves talking to people and proactively solving issues. You will be responsible for converting customers into passionate evangelists
Responsibilities
- Communicate with customers via phone, email and chat
- Provide knowledgeable answers to questions about product, pricing and availability
- Work with internal departments to meet customer's needs
- Data entry in various platforms
Qualifications
- At least 1 - 3 years' of relevant work experience
- Excellent phone etiquette and excellent verbal, written, and interpersonal skills
- Ability to multi-task, organize, and prioritize work
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