Client Support Specialist

2 weeks ago


Gallatin, Tennessee, United States ODL Full time


At ODL, we take pride in our commitment to excellence and customer satisfaction. Our team is dedicated to providing outstanding service throughout every phase of the customer experience.


Position Summary:
The Customer Service Representative plays a vital role in ensuring that customers receive top-notch assistance during their home improvement projects. This position is responsible for achieving sales targets and meeting performance metrics across various levels of the organization.

In this role, you will engage with both internal and external clients, delivering accurate and timely information while setting clear expectations.


Key Responsibilities:

  • Provide comprehensive solutions to customer inquiries, including product details, order processing, installation guidance (both DIY and professional), and shipment tracking.
  • Develop expertise in ODL products and the overall customer purchasing process.
  • Manage order modifications or cancellations, initiate replacement orders, and facilitate returns, ensuring all necessary documentation is provided.
  • Convert product inquiries into sales opportunities, presenting customers with all available up-sell and cross-sell options.
  • Oversee various Ecommerce initiatives (such as Guaranteed Fit and Design Services).
  • Collaborate with the Accounting department to reconcile credits, deductions, and chargebacks, conducting necessary research to validate claims.
  • Strive for continuous improvement in customer satisfaction ratings.
  • Participate in the enhancement of marketing strategies, websites, and other operational systems.
  • Perform additional administrative tasks as needed.

Qualifications:

  • High school diploma is required.
  • Experience in telemarketing or inside sales is essential.
  • Previous customer service experience is preferred.
  • Familiarity with the building industry is a plus, but not mandatory.
  • Proficient computer skills, including e-commerce and telephone communication.
  • Excellent verbal and written communication abilities.
  • Strong analytical, troubleshooting, and problem-solving skills.
  • Ability to thrive under pressure and effectively interact with customers.
  • Demonstrated organizational skills with the capacity to manage multiple responsibilities.
  • Commitment to delivering high-quality service to external clients.
  • Maintain a positive attitude and sense of humor in a fast-paced environment.
  • Adaptable to change, as this role is dynamic in nature.
Shift:
First Shift (United States of America)

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