Customer Service Representative

Overhead Door · Mount Hope

Respond to customer’s inquiries and/or complaints regarding the company’s product or services.
Respond to calls on a daily basis, incoming and/or call-backs.
Determine best method (s) to resolve problems to ensure customer satisfaction and adhere to company policies
Inform customers of procedures and resolutions of problems.
Provide follow-up to ensure customer satisfaction.
Provide guidance and support to Lewisville CSR’s.
Assist upper-management in delegating routine office work.

Essential Duties and Responsibilities:
- Maintain an accurate account of incoming telephone calls.
- Operate computer terminal (JDE, Right Fax and/or other applicable programs as designated by specific job responsibilities) to order parts, enter service history and provide shipping/receiving dates.
- Process credit card, check and in-warranty orders.
- Track packages/shipments through carrier.
- Provide detailed explanation of company policy and procedures in respect to warranty.
- Investigate and respond to customer order/billing inquiries and process credits if necessary.
- Take, investigate and solve customer complaints.
- Interface with dealers to solve customer problems.
- Provide non-warranty sales and/or service referrals for product, authorized service dealers or distributors.
- Mail/fax/email sales literature and service information to customers.
- Provide follow-up with customer, retail store, distributors and/or dealer as necessary.
- RightFax acknowledgement of credits and invoices. Mail rejections of RightFax.