Customer Service Representative

2 days ago

Duncan, Oklahoma, United States Travers Tool Full time
Job Description

The Customer Experience Specialists at Travers Tool provide solution-based support to our customers, aiming to exceed their expectations. Key responsibilities include:

Order Processing
  • Provide support to Telesales, Field Sales, Web, Marketplace, and other order sources.
  • Work in a team environment to answer inbound calls, emails, and tickets in a professional manner and within our service level agreement timeframes.
  • Make outbound calls to promote repeat business and other campaigns deemed necessary by management.
  • Assist customers with placing orders, returns, quotes, non-stocks, catalog requests, product questions, tracking updates, and other inquiries.
Data Hygiene
  • Assist customers with placing orders, returns, quotes, non-stocks, catalog requests, product questions, tracking updates, and other inquiries.
  • Fully resolve and follow up with customers on any outstanding issues.
Customer Service Issues
  • Assist customers with placing orders, returns, quotes, non-stocks, catalog requests, product questions, tracking updates, and other inquiries.
  • Fully resolve and follow up with customers on any outstanding issues.
  • Maintain and promote high standards of customer service.
Sales Support
  • Make outbound calls to promote repeat business and other campaigns deemed necessary by management.
  • Work with vendors to obtain quotes, get product information, and track updates.
Metrics
  • Service SLAs: 95% inbound ticket resolution within 1st reply, 90% inbound call pick up within 8 seconds.
  • Quality/Accuracy: Call observe score > 95%, entry accuracy > 99.8%, post-call survey > 4.5/5.
  • Sales Conversion: Phone Order to Call Ratio > 50%, Phone AOV, Phone Lines per Order, Revenue processed per hour.
  • Productivity: Units of work per hour, Lines entered per hour, Available time.

Requirements:

  • Bachelor's degree or equivalent, 1-2 years of experience, or equivalent combination of education and experience.
  • Self-starter, proactive, commitment to excellence, high standards, excellent written and verbal communication skills.
  • Good judgement, ability to make timely and sound decisions, creative, flexible, innovative team player.
  • Ability to make successful presentations, strong organizational skills, ability to manage priorities and workflow.
  • Ability to work independently and as a member of various teams and committees.
  • Ability to calculate figures and amounts, excellent problem resolution and consultative sales skills.
  • Proven ability to handle multiple projects and meet deadlines, strong interpersonal skills.
  • Ability to prepare reports and business correspondence, versatility, flexibility, and a willingness to work within constantly changing priorities.

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