Customer Service Rep

YALE APPLIANCE POSITION DESCRIPTION POSITION: Customer Service Representative DEPARTMENT:

Customer Service REPORTS TO: Customer Service Manager FLSA: Non-Exempt LAST UPDATED: 7/2023 Job Description We are currently seeking an experienced individual with excellent over the phone communication and multitask skills to assist in enhancing our customer service experience in our Operations Center.

The ideal candidate will have a minimum of 3-5 year's of over the phone customer service experience in a high call volume environment with a focus on situation resolution, customer relationship building. You must have a pleasant demeanor and professional image and the ability to excel in a team environment. Duties/Responsibilities:

Resolution of customer issues regarding appliance delivery, installation & service. Scheduling for delivery, technical and installation teams. Inbound & outbound calls and emails responding to technical and sales inquiries.

Email communication amongst internal staff and external consumers & manufactures Required Skills/Abilities: Post secondary education a plus Self-motivated and with ability to multi-task in a team atmosphere PC literate in Microsoft Office applications Excel and Outlook English communication skills (verbal & written) Listening, analytical and reasoning skills Empathy, diplomacy and de-escalation skills Organizational and follow-up skills Pleasant demeanor and professional image Ability to work from home up to 2 days per week (after training) Training Schedule: Monday-Friday 8:30am-5:00pm.

Training expected to last 6-8 weeks. Regular Schedule: Monday-Friday (with rotating Saturdays) 8:30am-5:00pm