Consumer Service Agent

Compensation

: $103,720.00 - $120,320.00 /year *

Employment Type

: Full-Time

Industry

: Customer Service/Call Center



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Responsible for handling all incoming consumer phone calls, e-mails and faxes related to ordering parts or any other additional consumer issues. Responsibilities also include ensuring that customer issues, both vendors and consumers, are handled in a timely and professional manner.

Qualifications

  • 3 to 5 years of customer service experience

Excellent communications skills verbal and written.

Proficient computer skills.

Strong phone contact handling skills and active listening

Successful customer service track record

Prior call center experience a must.

Team player is a must.

Exceptional energy, friendliness and empathy toward both vendors and consumers in a fast paced environment.

Ability to listen, understand and come to resolution on consumer needs and resolutions. Be ready to think outside the box .

Demonstrated problem solving, conflict resolution and decision making capabilities

Must possess a high degree of customer service and a thorough understanding of supported business processes

Strong ability to utilize computer, Microsoft office, Outlook, web based programs and other tools to accomplish goals

Must be able to multitask, prioritize, be extremely punctual (deadline driven environment) and accurate (attention to details)

Highly self-motivated to provide superior service to consumers, and to find ways to deliver even better service

Blue Cherry/EDI experience preferred but not required

Previous experience in Zendesk preferred but not required.

Bilingual in Spanish a plus.



Job Requirements:

Duties and responsibilities

Receive phone calls, e-mails and faxes relating to Consumer Service issues with a consumer focused attitude.

Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensureresolution.

Respond to all requests for parts and any other company supplied materials.

Identify research and resolve consumer issues using product knowledge and informational systems in a timely manner.

Enter all consumer orders directly into the company part systems (Blue Cherry)

Open and follow up all consumer issues in Zendesk system in a timely basis.

Identify and report all QA product issues to manager.

Provide all consumers with appropriate product knowledge and service information.

Research all orders not received by consumers, both retailers and customers.

Maintain superior standards for productivity in regard to taking and shipping orders to consumers.

Flexible in adapting to changing situations and working within a small department.

Other duties may be assigned as deemed necessary by Manager.


Associated topics: agent, agente de servicio al cliente, answer, coordinator, customer care associate, customer care specialist, phone, rep, representante de servicio al cliente, service * The salary listed in the header is an estimate based on salary data for similar jobs in the same area. Salary or compensation data found in the job description is accurate.

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