Customer Support Representative

2 weeks ago

Jonesboro, Arkansas, United States Sonepar Full time

Your Next Career Opportunity

Sonepar, a leading utility distribution organization, is dedicated to delivering exceptional service to our customers, suppliers, and team members. We are committed to providing innovative solutions that positively impact our communities.

Position Overview

We are seeking a skilled customer service professional to engage with our valued clients, addressing their inquiries and concerns. The ideal candidate will manage a significant volume of incoming and outgoing communications, demonstrating a proactive approach to customer support. Strong communication and interpersonal skills are essential, along with a passion for enhancing customer satisfaction.

Key Responsibilities

  • Handle inbound and outbound calls to assess and resolve client needs, complaints, or issues related to products and services.
  • Provide accurate and timely responses to customer inquiries, ensuring they feel valued and supported.
  • Practice active listening to confirm or clarify information and resolve issues in a calm and professional manner.
  • Establish and maintain strong relationships with customers and colleagues based on trust and reliability.
  • Utilize relevant software and tools effectively to manage customer interactions.
  • Strive to meet or exceed departmental performance metrics while delivering consistent, high-quality customer service.
  • Recommend products or services that align with customer needs to enhance their experience.
  • Participate in training sessions and professional development opportunities to expand your knowledge of the company and role.
  • Process customer requests, including forms, orders, and applications.
  • Identify and escalate priority issues to management as necessary.
  • Route calls to appropriate resources and follow up on complex inquiries.
  • Document interactions and maintain accurate records in the system.
  • Collaborate with internal departments to ensure seamless communication and service delivery.
  • Maintain comprehensive knowledge of the company's products and services.
  • Adhere to all company policies and procedures.
  • Perform additional duties as assigned.

Qualifications

  • High School Diploma or equivalent.
  • Bilingual proficiency in English and Spanish is preferred.
  • Exceptional customer service skills, including active listening and strong verbal and written communication abilities.
  • Proficient in computer applications, particularly ERP software, with strong data entry skills.
  • Effective time management and decision-making capabilities.
  • 1-3 years of experience in a customer service or call center environment.
  • Demonstrated knowledge of customer service principles and practices.
  • Ability to work collaboratively in a fast-paced environment.
  • Basic to advanced troubleshooting skills, depending on the role.
  • Availability for evening and weekend shifts.

Benefits

We offer a comprehensive benefits package, including a 401K plan, competitive medical coverage (medical, dental, and vision), paid vacation and personal time, sick leave, paid holidays, flexible spending accounts, tuition reimbursement, employee discounts, and both long-term and short-term disability coverage.

About Sonepar

Sonepar is a global leader in electrical distribution, committed to fostering a diverse and inclusive workplace. Our investment in our employees translates into numerous professional development opportunities and a collaborative team environment.

Equal Employment Opportunity Statement
Sonepar is an Equal Opportunity and Affirmative Action Employer, promoting diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, national origin, citizenship status, ancestry, sex, age, physical or mental disability unrelated to ability, marital status, family responsibilities, pregnancy, genetic information, sexual orientation, gender expression, gender identity, transgender status, protected veteran or military status, or any other category protected by law.

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