Description

The Consumer Service Rep provides prompt and courteous support to our consumers by answering requests concerning products, shipments and deliveries and placing orders for products.

The Consumer Service Rep addresses all customer inquiries and complaints with the highest degree of professionalism and product knowledge.

This position is in an extremely customer-focused area and requires a positive individual who provides our customers confidence in our products, people and processes.

As the Consumer Service Representative you will have an opportunity to :

Answers Consumer inquiries by clarifying desired information, researching, and providing information. Communicate with Consumers through a variety of means by telephone;

by e-mail, fax, by regular mail, social media and possibly Live Chat.

Resolves issues by clarifying problems, exploring answers and alternative solutions and implementing the best solution.

In handling Consumers’ complaints, they must attempt to resolve the problem according to guidelines established by the company.

• Data Entry of consumer call information into data base and generate mailing labels as needed.
• Order Entry of consumer replacement orders and accident replacement orders, and monitoring of same to ensure timely shipments.
• Process parts order generated from phone calls and occasionally emails
• Assist with RA requests or mis-shipment requests received from consumers when needed. Processing time is expected to be within 24-48 hours of receipt of request.

Requests come in via phone and email.

• Perform daily office functions in the Consumer Service office, including phone calls, filing, copying, correspondence, email etc.
• Process any paperwork and maintain records associated with the above tasks, including reference and technical materials.
• Assist Consumer Service Supervisor with special projects or as needed.
• Perform other Consumer service related jobs as directed.
• Continually maintains a thorough knowledge of all company products, catalog contents, field sales personnel and any promotional items.
• Handle damage claims as needed.
• Transfers call to appropriate personnel when applicable.
• Perform job within set metric-based time parameters.

Education and Training :

• High school degree or equivalent required.
• Minimum one-five (1-5) years Consumer service, help desk or call center experience desired.
• Computer literate, proficient in use of Microsoft Office products Excel, Word, and the ability to properly construct business-related emails.

A computer aptitude test will be administered as part of the interview process.

• SAP experience desirable.
• Basic knowledge of sporting goods and the associated equipment used with each individual sport is desirable.

Skills and Abilities :

• Excellent Consumer-relations skills.
• Excellent attendance.
• Excellent verbal, written and interpersonal communication skills. Strong telephone and communication skills essential.
• Excellent intuitive, analytical and problem-solving skills are required. A problem-solving test will be administered during the interview.
• Data entry with minimum error.
• Excellent follow through.
• Able to multi-task. Strong task prioritization and organizational skills are required for the job.
• Strong teamwork skills with the ability to establish and maintain positive and effective working relationships.
• Careful attention to detail and accuracy.

Working Conditions / Physical Requirements

Stand, sit, walk, and climb stairs.

Environment :

Exposure to noise, dust, and climate changes

Hours / Compensation / Benefits :

Hours : Monday-Friday (8- hour shift)

Compensation : $18.00 / hr.

Benefits : Medical, Dental, Vision, Disability, Life Insurance (Day one). 401K, PTO, Tuition reimbursement, stock option & EAP.

Pay Range : $14.90 - $21.06

$14.90 - $21.06

The actual annual salary offered to a candidate will be based on variables including experience, geographic location, education, and skills / achievements, and will be mutually agreed upon at the time of offer.

We offer a highly competitive salary, comprehensive benefits including : medical and dental, vision, disability and life insurance, 401K, PTO, tuition reimbursement, gear discounts and the ability to add value to an exciting mission!

Our Postings are not intended for distribution to or use in any jurisdiction, country or territory where such distribution or use would violate local law or would subject us to any regulations in another jurisdiction, country or territory.

We reserve the right to limit our Postings in any jurisdiction, country or territory.

Last updated : 2024-04-24