What are the responsibilities and job description for the Customer Support Rep position at The Malco Group?
Essential Duties
Malco Tools recognizes the importance of offering comprehensive benefits and perks to its employees, including:
EOE
- Customer Support:
- Address and resolve complex customer inquiries via phone, email, and chat.
- Provide detailed product information, troubleshooting, and technical support.
- Handle escalated issues with professionalism and efficiency.
- Ensure customer satisfaction by delivering timely and accurate solutions.
- Process Improvement:
- Identify areas for improvement in customer support processes.
- Collaborate with the team to implement best practices and optimize workflows.
- Monitor customer feedback and suggest enhancements to products and services.
- Training and Development:
- Share knowledge and skills to help improve the overall performance of the support team.
- Lead by example in maintaining high standards of customer service.
- Reporting and Analysis:
- Track and report on customer support metrics.
- Record customer inquiries and complaints to identify potential issues.
- Provide insights and recommendations to management based on data analysis.
- Cross-Departmental Collaboration:
- Work closely with other departments, such as sales, product development, and logistics, to ensure a seamless customer experience.
- Act as a liaison between customers and internal teams to resolve issues and communicate customer needs.
- Strong problem-solving and analytical abilities.
- Excellent communication and interpersonal skills.
- Proficient in customer support software and CRM systems.
- Ability to work under pressure and manage multiple tasks simultaneously.
- Customer-focused with a commitment to excellence.
- Adaptability to evolving processes and customer needs.
- Attention to detail and accuracy in handling customer requests.
- Leadership in contributing to team growth and improvement.
- Minimum of 3 years in a customer support-related role.
- Bachelor’s degree preferred, or equivalent experience in a relevant field.
- Familiarity with Malco Tools, Inc. and the tools industry is a plus.
- Collaborative team environment focused on continuous improvement.
- 8:00am - 4:30pm
- Wage range $22.83 - 26.86 depending on experience.
Malco Tools recognizes the importance of offering comprehensive benefits and perks to its employees, including:
- 401k with company matching.
- Medical and Dental Insurance
- Company paid life insurance and paid short-term disability.
- Paid time off
- Employee wellness program
EOE
Salary : $23 - $27
