What are the responsibilities and job description for the Customer Service Representative position at HILL COUNTRY CNC MACHINING, LLC?
The Customer Service Representative is responsible for providing exceptional customer support, handling inquiries, resolving complaints, processing orders, and ensuring a positive customer experience. They serve as the primary point of contact for customers and play a crucial role in maintaining brand loyalty and trust.
Key Responsibilities:- Customer Interaction:
- Respond to customer inquiries via phone, email, live chat, or in person.
- Provide product/service information and explain company policies.
- Address customer complaints, concerns, or requests in a professional manner.
- Problem Solving:
- Resolve customer issues by investigating complaints, troubleshooting, and offering solutions.
- Escalate complex issues to the appropriate department or supervisor.
- Order Management:
- Process customer orders, returns, exchanges, and refunds accurately.
- Assist customers with product selection, delivery inquiries, and billing issues.
- Documentation and Record Keeping:
- Maintain detailed records of customer interactions, transactions, and feedback in the system.
- Ensure all customer queries are documented and followed up on within a timely manner.
- Customer Satisfaction:
- Strive to meet or exceed performance goals, including customer satisfaction and response time targets.
- Provide personalized service to create a positive experience for each customer.
- Team Collaboration:
- Collaborate with other departments (sales, technical support, etc.) to ensure smooth service delivery.
- Provide feedback to management on recurring issues or areas for improvement.
- Excellent communication skills (both written and verbal).
- Strong problem-solving abilities.
- Patience and empathy when dealing with difficult customers.
- Good organizational and multitasking skills.
- Proficiency in using customer service software, CRM tools, and Microsoft Office Suite.
- Ability to work under pressure in a fast-paced environment.
- High school diploma or equivalent (some positions may require a bachelor's degree).
- Previous customer service experience is often preferred but not always required.
- Customer Service Representatives can work in-office, remotely, or in hybrid roles, depending on the company’s policies.
- Hours may vary, with some roles requiring evening, weekend, or holiday shifts.