Customer Service Representative

SWISCO.com - Customer Service Representative I

Location: Pennsauken, NJ 08109

Customer Service Associate

SWISCO.com is looking for a full-time Customer Service Associate for our Customer Service Department. The majority of this position will consist of answering customer inquiries over the phone and via email.

Our ideal candidate will be able to resolve service and product-related customer inquiries with independent problem solving skills and excellent written and verbal communication.

Most importantly, our ideal candidate is someone who genuinely enjoys interacting with customers and strives to make the customer’s experience a happy one.

What the job entails

For this job, you’ll be working in our Pennsauken, NJ headquarters helping approximately 60 customers each day over the phone and answering potentially more inquiries via email. This will involve navigating and placing orders for them through our website, matching up their broken hardware with one of our products and helping them understand how our products install and function. Previous knowledge of our hardware is not required, as you will receive training from our senior staff and work closely with our parts experts.

Fundamentally, your job is to provide each customer with an incredible customer experience. We aim to be personable, friendly, and knowledgeable.

Hours are standard business hours, 8 a.m. to 4:30 p.m., Monday - Friday.

What you need to be successful at this job

First and foremost, we want someone who honestly cares about helping people and can put stressed callers at ease. Most customers who contact us don't know how our industry works and may have only just learned that half of the hardware in their house even exists.

They range anywhere from grateful homeowners in need of simple repair to contractors who are trying to help insistent customers of their own. It's important to be patient and understanding when someone is under a time crunch. We must acquaint them with our process as best as we can. The niche nature of our industry requires that customer service be a collaborative effort; customers will have to help us help them, and it's our responsibility to show them how.

We prefer candidates with 1-3 years of customer service experience, particularly experience in home repair. However, we are willing to make exceptions for people who can clearly demonstrate a passion for this work. We are also looking for someone who is exceptionally organized, can learn quickly and will fit in with our diverse and close-knit team.

Hours and benefits

• 8 AM - 4:30 PM, Monday through Friday
• 18 PTO days
• 10 paid company holidays per year
• Up to a 4% match towards a 401K after 1 year of service
• Medical benefits after 30 days of service

About Us

SWISCO.com is a growing, family-owned e-commerce company that specializes in identifying, selling, and shipping replacement hardware for windows and doors. Since our web launch just less than a decade ago, we have been gaining momentum and attracting customers worldwide with our user-friendly website, in-depth discussion board, and unique “how-to” videos.

As a company, we are expanding in many ways. Our website is going through a major rebuild that will add important new features for our customers and employees.

Is a small company right for you?

The SWISCO team consists of approximately 40 employees. As part of the team, you will collaborate with members of every department in the company. While this position is primarily customer service based, due to the small company environment, we ask that our employees be capable of “wearing many hats.” We encourage you to bring new ideas to the table and try out different roles within the company.

You’ll come to find that at SWISCO, your voice is heard and can immediately impact the company. You’ll be free to have your own influence on our direction, and within such a small team, your achievements will shine through and make a difference.

Job Duties:

• Answer incoming customer inquiries
• Offer support and solutions to customers in accordance with the company's customer service policies
• Engage with clients in a friendly and professional manner while actively listening to their concerns

Communication method(s) used:

• Email
• Phone
• Live Chat

Job Type: Full-time

Pay: $21.00 - $22.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Experience:

• Customer service: 2 years (Preferred)
• Call Center: 1 year (Preferred)

Ability to Commute:

• Pennsauken, NJ (Required)

Work Location: In person

Salary : $21 - $22