Customer Success Representative (217755-072)

Essential Functions:

• Provide phone support for dealers and internal customers.

• Handle external and internal customer transactions, which include, but are not limited to: Quote and order processing, inquiry calls, credit requests, freight quotes and problem identification and resolution.

• Process orders and quote requests for parts, stock and configured products.

• Develop and possess knowledge to effectively support entire breadth of product offering in order to assist customers with product information and alternative products.

• Attracts potential sales by suggesting information about other products and services or substitution information. Advises customer of complimentary products or services, the introduction of new products and any special programs being offered.

• Clarifies customer issues using probing questions and initiates containment and corrective actions process. Ensure all required information for a complaint/return authorization file is obtained and properly documented.

• Interacts with internal departments including Production, Technical Support, and Marketing to resolve customer issues.

• Provides support to department representatives with escalated customer issues.

• Process Return Material Authorizations and call tags in accordance to the Service Policy.

• Develop and display solid computer navigation skills pertaining to company utilized systems.

• Assist in training of new Customer Service Representative Candidates.

• Coordinates daily open / close of department with Customer Service Manager

• Participate in projects as assigned.

• Complete all required training applicable to assigned position.

• Exhibit positivity, flexibility, creativity, and a willingness to take on new responsibilities as requested or required.

Required Experience

Qualifications:

• High School diploma. Associates degree preferred.

• 5 years of customer service experience. Contact center experience preferred.

• Excellent listening skills and superior verbal and written communication skills.

• Excellent problem solving, organizational and time management skills.

• Ability to prioritize and work multiple activities simultaneously and make self directed decisions.

• Professional call management techniques, ability to remain calm and solution focused.

• Well-developed keyboarding and personal computer skills.

• Ability to work various hours or shifts between 6:00 a.m. and 5:00 p.m. PST

An Equal Opportunity/Affirmative Action Employer -M/F/Disabled/Vet