Description

Summary

This position is for a Customer Service Representative / Order Processor. The primary roles include answering incoming calls from dealers and consumers, processing orders and warranty claims, answering inquiries and questions, handle complaints, troubleshoot problems and provide information.

Essential Duties and Responsibilities 

• Process orders, warranty claims, and preliminary review forms
• Answer calls professionally
• Respond to dealer and consumer inquiries
• Research required information using available resources
• Manage and resolve dealer and consumer concerns and questions quickly
• Provide dealers and consumers with product and service information
• Enter consumer information in CRM system
• Identify and escalate priority issues
• Follow up as necessary to ensure case closure
• Track actions / contacts
• Administrative and other tasks as assigned
• Other duties may be assigned.

Qualifications

Education and/or Experience: Associate's degree (A. A.) or equivalent from two-year college or technical school; or six months to one year related experience and/or training; or equivalent combination of education and experience; Proficient in relevant computer applications; Knowledge of customer service principles and practices; Knowledge of call center telephony and technology; Three years or more experience in a call center environment preferred; Customer service experience; Excellent data entry/keyboard skills; Knowledge of administration and clerical processes; Relevant product knowledge related to the marine industry a plus

Language Skills: Ability to read, analyze, and interpret complex documents. Ability to respond effectively to sensitive inquiries or complaints. Ability to write speeches and articles using original or innovative techniques or style.

Mathematical Skills: Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

Reasoning Ability: Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Other Qualifications: 

• The key role of this Customer Service Representative is that of an individual contributor who has attained the skill set required to quickly, effectively, and efficiently make decisions and process data within a complex system. The preferred candidate will have over 3 years prior experience in a high volume data entry role, as well as a proven ability to work independently and to communicate effectively with others in the work group, dealer personnel, and consumers.

• The employee must enjoy customer service. He or she must have the ability to use various computer programs; Microsoft Word, Excel, Outlook, 10-key pad, databases, etc. The employee must project a professional image at all times and must be able to troubleshoot problems and provide answers to our customers inquiries. In addition this position requires extensive data entry and administrative duties such as faxing, copying, filing and compiling research.
• Assist with year-end physical inventory, may require working over a weekend.