Description

Hinkley is in search of a full-time Customer Care Rep at our location in Avon Lake, OH. This position is mainly in OFFICE but does offer some flexible remote work options following training, up to two days remote per week. The normal schedule will be 8:00 am - 5:00 pm and occasionally this representative will need to cover the later shift, 10:30 am – 7:00 pm.

The Customer Care Representative will provide information to customers in response to inquiries about products and services and resolve customer complaints, special orders, or returns via phone, online chat, or email. The rep will receive and process orders, and provide information regarding pricing, changes in service, discontinuance, and shipping.

Hinkley is known for going above and beyond to serve its customers and resolve any issues they might have. We look for top-performing professionals with customer care experience, specifically over the telephone, who are great at problem-solving and conflict resolution and are great with people.

Communication is key, on the phone and via email, so we look for people who are good at both. We strive to be paperless, so computer skills are a must! We’ll train you on our own systems, but you should be comfortable using Microsoft Office products.

Our folks all work together to help each other find solutions, so you’ll be expected to collaborate with your co-workers in your own department, as well as with other departments. Working together is how we do business, and it helps us achieve success. We look for new people who are comfortable doing that and enjoy the team approach.

Having any previous technical background or aptitude is certainly a plus for anyone in customer care, as we work closely to resolve all sorts of technical issues. Don’t worry, you don’t have to know it all, we have lots of references, and engineers are always willing to help.

If this has sparked a feeling of excitement in you, then read more about this great CAREER OPPORTUNITY:

Primary Tasks and Responsibilities

• Professionally handles incoming requests from customers and ensures that issues are resolved both promptly and thoroughly.
• Thoroughly and efficiently gather customer information, access and fulfill customer needs, educate the customer where applicable and document interactions through contact tracking.
• Documents all customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken into MyHinkley.
• Processes parts orders for broken glass, defective sockets and scratch and dent fixtures. * Issues Return Goods Allowances for customers and regional sales representatives.
• Refers complaints of service or product failure to appropriate departments for investigation.
• Coordinates customers' service needs with other departments as required to ensure exceptional customer service.
• Assigned complete administration of Internet accounts and customer portals.
• May act as backup to receptionist.
• Provides constant assistance on the Hinkley website through the Live chat feature.
• Responsible for processing warranty claims.
• Performs pulling, billing, invoicing, posting and filling backorders.
• Check to ensure that appropriate changes were made to resolve customers' problems.
• Continuously evaluate and identify opportunities to drive process improvement that positively impact the customer’s experience.

Requirements

Education / Experience Required

• High School Diploma or equivalent required.
• Some college or administrative/customer service training preferred.
• Related work experience in customer service in a CALL CENTER environment is preferred.
• Must be proficient in various computer programs including Microsoft Office, Internet (Customer portals) and company CRM software

Necessary Specialized Skills and Abilities

• Demonstrated passion for excellence with respect to treating and caring for customers.
• Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
• Ability to multi-task is essential.
• Works well with others, team player; cooperative in groups to accomplish tasks.
• Ability to work under pressure and meet deadlines.
• Integrity, sense of responsibility, independent judgment.
• Ability to communicate effectively, verbally and in writing.

WHAT IS AT OUR CORE:

• Working as a professional family which cares about people
• Passion for growth and doing whatever it takes
• Empowering people to take action and try new things
• Common vision and goals
• Focus on the customer & end user
• Hinkley quality & brand really meaning something
• Honesty and integrity
• Enjoyment, fun, friendliness, life-work balance

We are committed to providing a total reward package including an annual performance bonus for every position in the company, a comprehensive benefits program, a community service volunteer program, and much more! Our benefits package includes: 401(k) plan with company match, comprehensive health insurance coverage, paid time off (PTO), 10 paid holidays, life insurance, disability, wellness programs, voluntary benefits including dental and vision, and flexible spending accounts for health and dependent care plus employee product purchase discounts.

Hinkley is committed to a policy of Equal Employment Opportunity (including Veterans/Disabled and other protected categories). All qualified applicants will receive consideration for employment regardless of any characteristic protected by law. Candidates must possess authorization to work in the United States, as it is not our practice to sponsor individuals for work visas.