Customer Experience Representative II
Customer Experience Representative II
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$ 36720 - 54972
1 Vacancy
Job Description
The Customer Experience Representative II is the frontline contact for internal and external customers. This position is responsible for providing excellent customer experience regarding water heaters and part orders. Support is provided by accepting and processing orders coordinating with the shipping production control and warehouse teams to ensure fulfillment of customer requirements and assisting customers with product selection order tracking problem resolution and warranty questions via phone and email.
This position will be onsite and serve our Raypak Division located in Oxnard CA.
Responsibilities
Exhibit a high level of customer service diplomacy in maintaining a patient and friendly tone while being adaptable to changes and creating goodwill with internal and external customers.
Handles inbound calls in a timely manner in a call center office setting.
Demonstrate the ability to communicate and or deescalate a potentially volatile customer situation using empathy statements and tone.
Demonstrate a higher level of customer service diplomacy in stressful situations.
Take ownership of customer complaints and problems and take necessary steps to resolve and prevent recurrence.
Extensive phone contact with wholesalers retailers sales agencies and the Rheem sales team concerning production and shipping dates price and availability of product proper product selection and substitutions out of stock or obsolete product situations authorization to return goods resolution of damaged and short orders truckload scaling optimization and water heater and parts division policies and procedures.
Properly document all phone calls and emails.
Enter change or cancel water heater and parts orders including priority and thirdparty shipping requirements and commercial conversions. Understand the differences between channels and customers. Properly document all orders.
Be able to track orders and work with logistics production shipping warehouses and carriers to ensure customer issues are resolved quickly and efficiently. React quickly to changing priorities processes and systems.
Effectively understand and communicate general product warranty for all product types and the steps needed to return a water heater or process it for warranty reimbursement. Offer appropriate fair market value reimbursement for difficult customer exchanges.
Guide customers through the basics of iStore and Rheem parts site navigation.
Qualifications
High school diploma or general education degree (GED)
2 years of customer facing work experience and/or 1 year(s) Call Center/Customer Service Related Experience in the manufacturing industry
Call center or high volume call related experience.
Basic data entry of 30 words per minute
Email and electronic scheduling skills
Basic MS Office Skills
Ability to read and comprehend short correspondence and memos
Ability to carry out instructions furnished in written oral or diagram form
Ability to prioritize multiple tasks and deal with numerous interruptions
Strong active listening skills
Demonstrated ability to work well with others in a team environment
Able to work weekends staggered shifts and holidays
Regular and consistent onsite attendance at work
HOW TO STAND OUT:
Knowledge of water heater products
Experience in utilizing CRM and ERP Systems amongst other business softwares
The pay scale for this position in California is $36720$54972. Please note all pay ranges are broadly stated and any final offer is dependent on factors such as location direct experience market guidance and internal equity among other qualifying criteria.
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Required Experience:
Unclear Seniority
Employment Type
Full-Time
