Customer Service Representative (Hybrid)

The Coats Company is a dynamic and customer focused organization dedicated to delivering exceptional service. We are currently seeking a motivated and enthusiastic individual to join our team as a Customer Service Representative. This is a full-time position working a hybrid schedule onsite at our headquarters in LaVergne, TN. Candidates must reside local to LaVergne, TN.

As a Customer Service Representative, you will be the first point of contact for our valued customers. Your primary responsibility will be to provide outstanding assistance, address inquiries in a timely manner, and resolve issues to ensure a positive customer experience. This role involves effective communication skills, problem solving skills and a commitment to maintaining high customer satisfaction.

Key Responsibilities:

• Maintain high customer service standards to attract and retain customers
• Handle customer inquiries via phone, email and chat
• Respond to all inquiries, issues, and complaints in a timely manner
• Manage high inbound and outbound call volumes in a timely manner
• Utilize case management tools to track, document and manage customer cases
• Receive and process domestic and export orders from customers and distributors
• Distribute literature on company products as requested
• Advise customers of order status or dispatch work orders
• Dispatch service technicians to repair equipment as needed
• Resolve customer issues and needs in a professional manner
• Process shortages, damages, or product service needs
• Document and update customer records
• Provide quotes as needed
• Invoice and process payments including credits and debits as required
• Must be able to back up team members and keep a positive, supportive attitude towards the company, job, customers, and co-workers
• Consistently meet or exceed company expectations for productivity and accuracy levels
• Other duties as assigned
  
  

Qualifications:

Education:

• High school diploma or GED equivalent required
• Relevant college courses and/or degree preferred
  
  

Experience:

• Minimum 2 years customer service experience; 3–5 years preferred
• Contact center experience
• Bilingual (English/Spanish) a plus
  
  

Skills & Abilities:

• Outstanding customer service and people skills
• Demonstrated excellent oral and written communication skills
• Exceptional organization and time management skills
• Ability to effectively prioritize work and handle multiple projects
• Experience navigating multiple computer screens and programs while interacting with customers
• Excellent analytical skills
• Team oriented
  
  

Technical Proficiency:

• Proficient PC skills
• Experience with Windows-based computer applications
  
  

Professional Traits:

• High level of integrity and professionalism
  
  

The Coats Company is an equal opportunity employer that evaluates qualified applicants without regard to race, color, national origin, religion, ancestry, sex (including pregnancy, childbirth and related medical conditions), age, marital status, disability, veteran status, citizenship status, sexual orientation, gender identity or expression, and other characteristics protected by law.

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