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 8 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 thetraining they need to succeed. Because of their dependability we consider them a big part of our success. In turn we offeropportunities for growth and relocation as well asgreat benefitsandsupportive managementthat make our growing business an industry leader.

About the Position: The Call Center Representative position communicates with customers via telephone Live Chat and email to order products resolve conflicts with order discrepancies shipping issues and general problem solving with a specific focus on customer retention and satisfaction.

Task and Duties:

• Answer inbound customer service phone calls
• Correspond with customers via email and Live Chat sessions
• Achieve call center metric targets and customer satisfaction objectives
• 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 culture focused on world-class customer service building customer trust and taking ownership of all customer issues
• Recognize and document trends in customer queries and relate 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 the daily tasks and demands with flexibility
• Be a team player and support the needs of an organization
• Engage in continuous self-training to expand product knowledge
• Other duties as assigned by management

Education and Experience:

• Multi-tasking proficiency
• Minimum high school diploma or GED
• Positive customer oriented service attitude
• Prior call center or customer service experience a plus
• Excellent written and verbal communication skills
• Ability to type 40 words per minute
• Basic computer literacy
• Ability to work under pressure and multitask
• Experience with appliance parts or major home appliances preferred
• Bilingual a plus

Benefits:

This sales position earns acompetitive wage. We providegreat benefits includingmedical dental vision 401K holidays paid time off (PTO) employee discounts life insurance and 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.

• Must have regular consistent and predictable attendance.
• Ability to utilize office equipment/computers
• Remain in stationary position often standing or sitting for prolonged periods
• Communicate with others to exchange information
• Work collaboratively in a team environment
• Regularly use hands and fingers to handle control or feel objects tools or controls
• Regularly repeat the same movements when entering data
• Regularly speak clearly so listeners can understand
• Regularly understand the speech of another person
• Frequently focus on one source of sound and ignore others
• Frequently hear sounds and recognize the difference between them

Required Experience:

Unclear Seniority