Call Center Representative

ABOUT RELIABLE PARTS

We are a leading distributor of appliance parts in the US and Canadian markets. With over 60 branch locations and multiple distribution centers, we provide service to customers in multiple sectors, including extended warranty, national accounts, multi-housing, government, e-commerce, and retail spaces. We pride ourselves on the exceptional products, services, and value we add to the appliance parts service and repair industry.

We are also proud of our exceptional employees. They ensure that all orders and inquiries are researched and handled knowledgeably and professionally, and we provide the training they need to succeed. Because of their dependability, we consider them a big part of our success. In turn, we offer opportunities for growth and relocation, as well as great benefits and supportive management that make our growing business an industry leader.

Position Purpose:

The Customer Sales Representative II position communicates with customers via telephone, live chat, and email to assist with ordering products, resolving conflicts with order discrepancies & shipping issues, and general problem solving with a specific focus on customer retention and satisfaction.

Essential Functions:

• Answer inbound customer service phone calls
• Correspond with customers via email and live chat sessions
• Achieve call center metric targets and customer satisfaction objectives
• Perform advanced CSR functions
• Identify, research, and resolve complex, routine, and non-routine customer issues using creative problem-solving and quick decision making
• Recognize and act on opportunities for additional sales
• Troubleshoot and resolve order discrepancies
• Collaborate with warehouse personnel to resolve shipping conflicts
• Partner with the outside sales team on customer satisfaction issues
• Promote a culture that is focused on world-class customer service through building customer trust and taking ownership of all customer issues

Secondary Functions:

• Facilitate new hire training and new hire integration
• Recognize and document trends in customer queries and relay them to supervisors
• Establish and maintain customer relationships by handling problems with concern, speed, and professionalism
• Direct customers to appropriate resources
• Recommend process improvements
• Prioritize daily tasks and demands with flexibility
• Work as a team player and support the needs of the organization
• Engage in continuous self-training to expand product knowledge
• Other duties as assigned by management
• Back up other members of the department.
• Special projects as assigned.

Work Experience Requirements:

• Skilled at balancing multiple priorities
• Ability to work under pressure
• Minimum high school diploma or GED
• Positive, customer oriented, service attitude
• Two years prior call center or customer service experience
• Excellent written and verbal communication skills
• Ability to type 40+ words per minute
• Basic computer literacy
• Experience with appliance parts or major home appliances preferred
• Bilingual a plus

Benefits:

We provide great benefits, including extended health care, dental care holidays, paid time off (PTO), employee discounts, and disability. If this sounds like the right opportunity for you, apply today!

Physical Requirements:

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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Mobility & Physical Activity

• Must be able to maintain significant activity levels for extended periods of time
• Frequently required to stand and walk short and long distances
• Remain in stationary position, often standing or sitting for prolonged periods
• Must also be able to position self to maintain equipment, including under tables and desks
• Ability to work in varying environmental conditions (e.g., temperature, noise, lighting)

Manual Dexterity & Handling

• Frequently required to use hands to finger, handle, or feel objects, tools, or controls
• Regularly repeat the same movements when entering data
• Ability to utilize office equipment/computers

Communication & Interaction

• Ability to communicate with supervisors, employees, and customers
• Communicate with others to exchange information
• Regularly speak clearly so listeners can understand
• Regularly understand the speech of another person
• Work collaboratively in a team environment
• Ability to respond quickly to changing priorities or emergencies

Sensory Requirements

• Specific vision abilities required: close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus
• Frequently hear sounds and recognize the difference between them
• Frequently focus on one source of sound and ignore others

Attendance & Reliability

• Must have regular, consistent, and predictable attendance