What are the responsibilities and job description for the Customer Service Representative (temp to hire) position at Banks Power?
Turbocharged high-performance engine developer and manufacturer, Banks Power, is looking for an experienced Customer Service Representative. You will ensure positive customer experiences by addressing inquiries and resolving issues efficiently. This role is pivotal in maintaining our reputation for exceptional customer care.
Main Responsibilities
• Answer incoming calls with professional courtesy in a timely manner, in accordance with established procedures. Ensures that all incoming calls are answered.
• Respond to all customer inquiries (including voice-mail, e-mail or text) on the same day as received, even if resolution of the issue cannot be immediate. Always keep the customer advised of status of the issue.
• Follow up and track the progress of each call until it is resolved, even if the issue has been referred to another company representative or department.
• Ensure that all required and pertinent information to properly investigate the issue is obtained from the customer during the initial contact.
• Thoroughly investigate each claim per established procedure to determine its validity and to ensure that the resulting credit or exchange, if any, is correct. Enlist assistance and expertise from other employees and/or departments as necessary.
• Create an Activity note within CRM regarding the customer issue. This includes discussions with customer, order ETA provided, all internal discussions regarding the issue, and final resolution.
• Respond to all product warranty issues promptly, keep the customer advised of the status, and follow up to conclusion.
• Follow company policy regarding the shipment of warranty replacement product to customers. Complete all documentation for customer orders, i.e. shipping method, correct address and appropriate freight amount.
• Follow up weekly with open RMA's. Create activity note within CRM with status of open RMA's.
Qualifications
- Minimum two years' experience in a high-volume in-house customer service call center
- Mechanical and technical knowledge of gasoline and diesel trucks and motor homes preferred
- UPS, Federal Express or other freight carrier experience preferred
- Ability to speak Spanish preferred
Actual pay offered to candidates will depend on several factors, including but not limited to, relevant candidates' experience, education, and specific knowledge, skills, and abilities.
Benefits
- Medical, dental and vision insurance
- Company-paid basic life, AD&D and long-term disability insurance
- Employee Assistance Program, a confidential program dedicated to supporting the emotional health and well-being of our employees and their families
- 401(k) and 401(k) matching
- Vacation, Paid Time Off and Sick Leave
Perks
- A family-oriented culture that promotes work-life balance; an incredible and effective leadership team that genuinely cares about its team members
- Open door policy, promote from within
- Veteran-friendly
- Employee Service and Recognition Program
- Food Truck Fridays
- Employee Referral Program
- Education Assistance Program
- Friends & Family discount on our top-line power-enhancing products
- Employee discount programs that help you save on family entertainment and thousands of items
- And much more!
Salary : $20 - $22
