Service Operations Representative

1 week ago


Lansing, Michigan, United States Reliable Aftermarket Parts Full time

Position: Customer Service Representative

Company Overview: Reliable Aftermarket Parts is a premier global supplier and distributor of aftermarket components for agricultural and construction machinery. Our mission is to deliver top-quality aftermarket parts that meet or exceed OEM standards, all while providing exceptional customer service from our American-based team. We cater to a wide range of brands and specialize in hard-to-find equipment, continuously expanding our offerings across various markets, including industrial, construction, and lawn care.

Key Responsibilities:

  • Handle incoming customer calls, ensuring adherence to call volume and quality standards as per internal protocols.
  • Exhibit professional communication skills via phone and email in all interactions.
  • Provide accurate information, address inquiries, investigate issues, and offer solutions to ensure effective customer service.
  • Research product SKUs for similarities, descriptions, and specifications to enhance customer assistance.
  • Guide customers through the purchasing process, including upselling and warranty options.
  • Input customer data into our database, creating and updating customer profiles, and documenting interactions and orders.
  • Follow up with customers when additional information is required post-initial contact.
  • Collaborate with team members while also working independently in an office environment.
  • Utilize spreadsheets and templates for data preparation and uploads.
  • Review work for accuracy and completeness.
  • Perform additional support tasks as assigned to contribute to the overall success of the company.

Core Values:

  1. Reliability
  2. Tenacity
  3. Innovation

Requirements:

  • At least 6 months of experience in customer service, ideally within a call center setting.
  • Strong typing and data entry capabilities.
  • Ability to manage multiple tasks effectively.
  • High attention to detail.
  • Proficient computer skills.
  • Active listening and effective communication abilities.
  • Critical thinking skills for prompt incident resolution.
  • Capability to manage challenging customer interactions.
  • Familiarity with core processes and best practices in service and support.
  • Willingness to work overtime as needed.

Work Environment: Currently remote, with potential requirements to work from a designated location as necessary.

Work Schedule: Monday through Friday, standard business hours.

Compensation: $15.00 per hour.

Policies: Non-smoking workplace.



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