Customer Service Representative

Kraus USA, Inc. - Port Washington, NY (30+ days ago)


Purpose:

Interact with customers to provide information in response to inquiries, complaints, and credit requests about products and services. Resolve complaints and ensure customer loyalty.

Responsibilities and Tasks:

  • Confer with customers by telephone or email in order to provide information about products and services, to take orders for part replacements, or to obtain details of complaints.
  • Must be able to master and explain technical documentation and information.
  • Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken on CRM.
  • Resolve customers' complaints by performing activities such as exchanging merchandise, refunding money, replacing missing parts and pieces, and adjusting bills.
  • Check to ensure that appropriate changes were made to resolve customers' problems.
  • Contact customers in order to respond to inquiries or to notify them of claim investigation results and any planned adjustments.
  • Refer unresolved customer grievances to designated departments for further investigation.
  • Determine charges for parts requested, collect payments, and/or arrange for billing.
  • Obtain and examine all relevant information in order to assess validity of complaints and to determine possible causes of product failure, wrong product, etc.
  • Review warranty policy terms in order to determine whether a particular claim is covered by warranty.
  • Review results of claims with customer, arrange for examination of parts, claimed to be defective, and approving or disapproving customers' claims.
  • Prepare shipping for returned goods.
  • Order tests that could determine the causes of product malfunctions.
  • Recommend, to manager, improvements in products, packaging, shipping, service, or billing methods and procedures in order to prevent future problems.
  • Assists in Returns and Replacements as needed.
  • Performs other duties as assigned by Manager.
  • Consistently use a pleasant telephone voice/manner, ability to operate simple office equipment sufficiently to perform the job. Ability to compose correspondence.
  • Provide technical assistance as necessary to customers, and utilize internal resources to find resolutions when applicable.
  • Maintain a clean a neat work space
  • Adhere to the Kraus USA Inc. company handbook.
  • Communicate all grievances, improvement suggestions, and constructive criticism to Customer Support Manager
  • Treat colleagues and peers with respect and maintain professionalism throughout the workplace.

Notes

  • Bachelor’s degree from an accredited academic institution is a plus but not required.

Job Type: Full-time

Salary: $30,000.00 to $33,000.00 /year

Experience:

  • Customer Service: 2 years (Required)

Language:

  • English (Required)

Work environment:

  • Call center

Communication method(s) used:

  • Email
  • Phone
  • Chat