Hybrid Customer Service: Issue Resolution (onsite first 30 days, Naperville IL) en SD Wheel Corp

Description

Job Title: Customer Service Representative: Issue Resolution 

Department: Customer Service

Reports To: Customer Service Manager

Position Type: Full-Time

Position Classification: Hourly Non-Exempt
Supervisory Responsibility: None

Job Description
The Customer Service Representative: Issue Resolution resolves issues to newly initiated sales orders sold by sales representatives. Also, to manage email/form/chatbot leads, provide product/services information, assist with fitment confirmation, and save sales with accuracy and efficiency. The target is to ensure excellent response time, service standards, maintain high customer satisfaction and assist in keeping the timeline of initial contact to order processing/shipment

Requirements

Job Duties

• Assist with the retention of orders via phone
• Assist with confirmation of fitment for purchased products via phone sales rep
• Swap products, calculate cost difference, and collect additional balances or process refunds
• Meet/exceed daily metrics established by leads
• Attempt to persuade the customer to reconsider the cancellation
• Build sustainable relationships of trust through open and interactive communication with both customers and team members.
• Go the extra mile to engage customers and maintain sales
• Handle sales complaints, provide appropriate solutions and alternatives and follow up to ensure resolution
• Identify and assess customers’ needs to achieve satisfaction
• Keep records of customer interactions, process customer accounts and file documents
• Provide accurate, valid, and complete information by using the right methods/tools to current standards of work.
• Take payment info and other pertinent info, such as addresses, phone numbers, and email addresses
• Sort/Distribute email leads across various platforms
• Work with sales leadership to maintain <24Hr lead/email response time
• Tracking of post-sale order issues

Knowledge, Skills, and Abilities

• Excellent communication skills, both verbal and written
• Excellent presentation skills
• Strong active listening skills
• Ability to maintaining a professional and calm demeanor
• Strong organizational skills and attention to detail
• Ability to maintain good customer relations
• Proficient computer skills
• Strong sales and negotiation skills

Minimum Requirements

Education

High school diploma or GED

Experience

• Minimum 1 year of customer service experience (phone, email, or in-person).
• Previous experience using CRM or order management systems (NetSuite, Helpscout, etc.)

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms; with occasional lifting.

Position Type/Expected Hours of Work

This is a full-time position with a standard schedule of Monday through Friday, 8:30AM-5 PM with occasional overtime, weekends, and holidays.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

SD Wheel is an Equal Opportunity Employer and does not make employment decisions on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other characteristics protected by law