What are the responsibilities and job description for the Customer Service Representative position at Diamond Appliance Group?
Company Description
Diamond Appliance Group is dedicated to delivering personalized service, treating each customer as an individual with distinct needs and preferences. The company focuses on building long term relationships by providing attentive support and guidance throughout every interaction. Team members are encouraged to contribute to a culture that values care, quality, and trust. Diamond Appliance Group strives to exceed expectations and help customers feel confident in choosing the company for their appliance needs. Working here means joining a close knit environment where service excellence is a shared priority.
Role Description
The Customer Service Representative is a full time, on site role based in Eatontown, NJ. This person is the primary point of contact for our clients, managing order communication and tracking every open item through to completion. At its core, this job is about being patient with people and solving problems. You will handle the situations that need the most care, damaged units, return authorizations, credit follow ups, and parts, and you will stay with each one until it is resolved. You will work closely with sales, logistics, and leadership to keep every client informed and confident from purchase through delivery.
Responsibilities
- Serve as the main contact for client questions regarding orders, delivery timing, parts, and product specifications
- Manage damage claims, process return authorizations, and chase down credits until they are resolved
- Source and track replacement parts, following up until each item is closed
- Track all open orders and follow up proactively until every item is resolved
- Communicate delivery schedules and updates to builders, designers, and property managers
- Coordinate closely with the sales team to ensure accurate and timely order fulfillment
- Maintain organized records of client interactions and order status
- Resolve issues calmly and professionally, keeping the client informed throughout
Qualifications
- Patience is your superpower. When a client is stressed, you are the calm one who gets things back on track
- Strong organizational skills and the ability to manage multiple orders at once
- Clear written and verbal communication
- Comfortable on the phone and responsive over email
- Proficiency with basic software including email, spreadsheets, and order management systems
- Experience in appliances, kitchen and bath, construction, or a related trade is a plus
- A track record of reliability and follow through
- Excellent communication, conflict resolution, and problem solving abilities
- Ability to work on site in Eatontown, NJ and collaborate with cross functional teams