• Customer Service Representativ

    Posted Date 1 week ago(9/11/2019 9:28 AM)
    Requisition ID
    2019-2075
    # of Openings
    1
    Category
    Customer Service/Support
    Company : Name
    LCI Plant 115 - TMG Aftermarket
    Location : Address
    65 Harrison St.
    Job Location
    US-NY-Gloversville
  • Overview

    Contact center technical support handling customer complaints, processing orders, and providing information about the organization's products and services. Motivated to maintain customer satisfaction and contribute to company success. Has the ability to establish a rapport with clients, be reliable and driven with strong time management and prioritization abilities. Rely on experience and judgment to plan and accomplish goals. Perform a variety of tasks. A degree of creativity, discretion, and latitude is expected.

    Essential Functions:

    1. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
    2. Answer customer inquiries by clarifying desired information. Researching, locating, and effectively communicating to all customer questions and concerns:
    3. Fulfill requests by clarifying desired information; completing transactions; forwarding requests
    4. Knowledge of Taylor Made products both current and historical. Provide technical advice, troubleshooting and support to customers while demonstrating exceptional customer service and professionalism.
    5. Resolve problems by clarifying issues; researching and exploring answers, finding alternative solutions; implementing solutions; and escalating unresolved problems
    6. Frequently utilize good judgement to effectively conclude customer inquiries
    7. Update job knowledge through reoccurring product training sessions
    8. Recognize, document, and alert the supervisor of trends of customer concerns
    9. Computer literate with the ability to learn customer service software applications
    10. Professional verbal and written communication skills
    11. Build and maintain relationships with customers by having a keen awareness of the customer journey and continuously striving to make the journey as positive as possible
    12. Foster a healthy and professional working environment in a team setting.

     

    Competencies

    1. Communication Proficiency
    2. Organizational Skills
    3. Initiative
    4. Time Management
    5. Process Improvement
    6. Decision Making

     

    Supervisory Responsibility

    This position has no supervisory responsibility.

    Physical Demands

    While performing the duties of this job, the employee is regularly required to talk on the telephone, stand, walk, and handle product. This position is not very active when it comes to movement and requires a lot of typing and sitting in a chair.

    Position Type/Expected Hours of Work

    This is a full-time salary position and the expected work hours are 8:00 am to 5:00pm, 40 hours per week, Monday through Friday.

    Travel

    Travel would be minimal and would be primarily local during the business day.

    Required Education and Experience

    Strong technical aptitude

    Articulate oral and written communication skills with the ability to communicate with a wide variety of customers by telephone, electronically, or face to face

    Ability to utilize all available resources including co-workers

    Able to interpret customers' description of their problems

    Ability to maintain a professional demeanor and positive attitude at all times

    Knowledge of company policies and procedures

    Ability to reflect LCI core values in both customer interaction and the interaction of co-workers

    Preferred Education and Experience

    Knowledge of customer service principles and practices

    A basic knowledge of Microsoft Office -- (Word, Excel, Outlook)

    Previous customer service experience with call center. 1-2 years preferred

     

    Work Authorization/Security Clearance

    Must be able to pass EVerify.

    AAP/EEO Statement

    LCI provides equal employment opportunity to all employees and applicants, without regard to race, color, religion, sex, age, national origin, citizenship status, disability, veteran status, genetic information, or any other legally protected category.

    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.

    Pay Group : AAP/EEO Statement

    LCI provides equal employment opportunity to all employees and applicants, without regard to race, color, religion, sex, age, national origin, citizenship status, disability, veteran status, genetic information, or any other legally protected category.

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