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Customer Care Associate

2 months ago

Ramsey, United States Water Control Corporation Full time
Job Overview

The Customer Service Representative will engage with clients of Water Control Corporation by addressing their inquiries and resolving any issues, ensuring a high standard of customer support for our specialized products and services.

Key Responsibilities:

  • Communicate with customers and vendors through various channels including phone, email, online chat, or face-to-face to provide assistance and information regarding specific product lines or services.
  • Utilize Service Fusion to establish customer contacts for water sample testing, ensuring timely follow-up to deliver results or connect them with sales team members for further assistance.
  • Process purchase orders for delivery and in-store pickup.
  • Schedule service calls and manage payments as necessary for the products and services offered.
  • Input and manage water test sample results in the Platinum Partner portal, providing necessary support to Platinum Partner customers to obtain their water test analysis results.
  • Maintain accurate customer accounts and records of interactions, including details of orders, inquiries, complaints, or feedback.
  • Leverage knowledge of specific products or services to respond to inquiries, recommend solutions, or direct customers to the appropriate sales personnel.
  • Collect and record orders for new or additional products or services in the designated system.
  • Address customer questions and complaints; escalate issues to the appropriate specialist when necessary.
  • Ensure effective resolution of customer problems and concerns.
  • Coordinate with production, sales, shipping, and warehouse personnel to expedite or trace shipments.
  • Assist with returns from wholesalers, review RMAs, enter data into the system, and process according to established policies.
  • Support inventory management tasks.
  • Perform other related duties as assigned.

Required Skills and Qualifications:

  • Exceptional communication skills, including active listening.
  • Customer-focused with the ability to resolve grievances effectively.
  • Strong attention to detail and capability to multitask in a dynamic environment.
  • Proficient in computer skills with a willingness to learn new software applications.
  • Knowledge of, or the ability to acquire knowledge of, specific products, services, or areas of customer service specialization.

Education and Experience:

  • High school diploma or equivalent is required.
  • A minimum of three (3) years of experience in customer service is essential.
  • Prior experience with the relevant products or services is preferred.

Physical Requirements:

  • Ability to sit for extended periods while working on a computer.
  • Must be capable of lifting up to 15 pounds occasionally.