Cobalt Customer Service Representative

Job Title: Customer Service Representative / Warranty Processor
Department: Customer Service & Warranty
Reports To: Department Manager
FLSA Status: Salary

Summary Briefly describe the job’s primary purpose or contribution to the department or organization.

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 List the job’s essential or most important functions and responsibilities. Include all important aspects for the job whether performed daily weekly, monthly, or annually and any that occur at irregular intervals.

• 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 To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

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: Include Certificates, Licenses, Registrations and other skills/abilities/qualifications not listed above.

• 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 customer’s inquiries. In addition this position requires extensive data entry and administrative duties such as faxing, copying, filing and compiling research.

Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Sits 7 hours
• Stands 1 hours
• Walks 1 hours
• Drives 0 hours

Employee Lifts and/or Carries:

Maximum: 50 (lbs) Frequently: 10 (lbs) Occasionally: 50 (lbs)

Employee uses Hands for repetitive activities:

• Simple Grasping: Right, Occasional Left, Occasional
• Pushing/Pulling: Right, Occasional Left, Occasional
• Fine Manipulation: Right, Occasional Left, Occasional

Employee uses Feet for repetitive activities:

• Right: None Left: None

Employee is required to perform these activities:

• Bending At Waist: Occasional
• Squatting: Occasional
• Climbing Ladders, Stairs: Occasional
• Kneeling On Ground: Occasional
• Reaching Above Shoulder: Occasional

Work Environment The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job (ie; heat/cold, dust/dampness, height; chemical; noise) PPE requirements are included. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Majority of tasks are within an office environment, with occasional (approximately 10% of time) spent in manufacturing environment which may include conditions such as: Wet or humid conditions (non-weather); Work near moving mechanical parts; Outdoor weather conditions; Typical 9.5 hour work days, occasional overtime required.

Safety glasses and closed toed shoes required when on production floor.

Competencies

To perform the job successfully, an individual should demonstrate the following competencies:

Teamwork: Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Supports everyone's efforts to succeed.

Motivation: Measures self against standard of excellence.

Quality: Demonstrates accuracy and thoroughness; Applies feedback to improve performance; Monitors own work to ensure quality.

Attendance/Punctuality: Is consistently at work and on time.

Dependability: Takes responsibility for own actions.