Customer Service RC Technical Expert

Description

Job Title: Customer Service RC Technical Expert

Reports to: Customer Service Manager, Customer Service Shift leads 

FLSA: Non-Exempt

Significant experience in the RC industry and/or with the hobby of RC cars is absolutely necessary to apply. Must have extensive technical expertise and familiarity with RC Cars. Other Hobby related product experience including RC airplanes, RC helicopters, and Multirotors is very useful but not a requirement. As a Customer Service RC Technician at AMain Inc. you will foster business relationships with loyal customers from all over the world. You will use your experience in the industry and/or hobby to recommend hobby products appropriately and accurately to customers, troubleshoot sometimes complex mechanical problems, research product compatibility, and provide fantastic customer support via telephone, email, and Live Chat.

Requirements

Essential Responsibilities:

1. Answer and appropriately reply to inbound calls, live chats, and emails as necessary in a manner that resolves the issue. This includes troubleshooting technical problems related to the products in the industry.
2. Recommend, select, and help locate or obtain merchandise based on customer needs and desires. Help customers make selections by building customer confidence. Describe merchandise and explain use or demonstrate operation and care of merchandise to customers.
3. Maintain knowledge of current sales and promotions.
4. Input orders through web-based commerce cart.
5. Assist the Returns department as needed with return related technical issues related to the products we sell.
6. Apply knowledge about company policies, procedures, and pricing to best meet customer needs:
7. Price Matches
8. Discounts off Orders
9. Bulk Deals
10. Other agreement-based scenarios
11. Return Policy
12. Repairs
13. Vendor Partnerships
14. Warranty Claims 
15. Inventory ETA’s
16. Identify research and resolve customer issues such as: 
17. Miss-shipped parts
18. Product discrepancies
19. Account situations
20. Order related topics.
21. Utilizing a computer system and workstation with dedicated programs, enhancing the customer experience.
22. Issue refunds/credit as necessary, based on customer order related topics.
23. Recognize, document, and alert the Management of trends in customer contacts.
24. Verification of inventory through the Distribution Center (discrepancies) by taking the initiative to research and identify merchandise.
25. Understand company return and exchange policies. Explain policies to customers and accept returns as needed.
26. Review new inventory on website and in Distribution Center to promote sales.
27. Report any business concerns or discrepancies to the Management.
28. Communicate ideas for better organization, smoother workflow, suggestions, etc., to CS Manager.
29. Contribute to team effort by accomplishing related department tasks as needed or directed by CS Manager.
30. Keep work area neat and organized and perform other related duties as assigned.

Non-Essential Responsibilities (Duties performed on an as-needed basis):

1. Review and verify accuracy and quality of returned items prior to processing credit
2. Contact customers to reconcile return discrepancies
3. Make outbound sales calls on products
4. Assist with Inventory Quality Control
5. Packaging of in-house brand products
6. Internal employee swap to learn other departments (must be open to schedule changes)

Education/Experience Requirements:

1. Must have extensive technical expertise and familiarity with RC Cars. Other Hobby related product experience including RC airplanes, RC helicopters, and Multirotors is very useful. 
2. Intermediate Language Skills: 
3. Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals
4. Ability to write routine reports and correspondence.
5. Ability to speak effectively before groups of customers or employees of organization
6. Basic Mathematical Skills: 
7. Able to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals
8. Ability to compute rate, ratio, and percent, and to draw and to interpret bar graphs

Knowledge, Skills and Abilities:

1. Must be able to distinguish characteristics of products and represent in a fashion that will engage the customer.
2. Computer literate (knowledge of Excel, Microsoft Office, E-mail, Internet) with the ability to learn new software applications
3. Able to type at least 25 w.p.m.
4. Ability to work and multi-task in a fast-paced, growing business environment
5. Good work ethic, ability to work well in team-oriented environment
6. Able to share information about customer trends, products, vendor partnerships and other company related information to all employees routinely
7. Organizational skills, filing, labeling and other clerical needs
8. Attention to detail a must

Physical Demands/Work Environment:

1. Must be able to sit frequently, stand and walk on an occasional basis
2. Must be able to use your hands frequently
3. Must be able to reach with hands and arms frequently
4. Must be able to climb or balance occasionally
5. Must be able to stoop, kneel, crouch, or crawl on an occasional basis
6. Must be able to talk and hear frequently
7. Must be able to lift up to 20lbs occasionally
8. Must be able cope with moderate office noise (examples: Call Center with computers, printers, employees talking, light traffic)

Characteristics Desired:

1. Have a friendly and engaging personality
2. Comfortable working with members of the public
3. Should have a confident manner
4. Must be helpful and polite
5. Able to work as part of a team
6. Should be of clean appearance and articulate