Customer Service Representative

Technical Consumer Products, Inc - Aurora, OH (30+ days ago)


Summary

The Customer Service Representative I is responsible for answering incoming calls from sales representatives, C & I distributors, retail customers, consumers as well as end users to provide product, service and warranty information along with sales support. The representative will resolve product and/or service problems in order to satisfy the customers’ needs.

Essential Duties

  • Actively support the company’s culture and business mission by always putting TCP’s people and its customers first.
  • Provide order information with regards to inventory status; order status, delivery status to sales representatives, customers/consumers.
  • Answer technical questions with regards to product.
  • Resolve product or service problems by clarifying customer’s complaint. Determine cause, explain best solution, expedite correction or adjustment and follow up to ensure resolution.
  • Contribute to the team effort by accomplishing duties and tasks as needed and on time.
  • Work with area sales managers to meet the goals of the team.
  • Work with shipping to expedite orders.
  • Enters orders as needed or assigned.
  • Actively promotes and personally observes safety and security procedures, and uses equipment and materials properly.
  • Other responsibilities or projects assigned by manager

Experience/Requirements

  • 1-2 years prior experience in a customer service role with a proven track record in customer satisfaction
  • Background in lighting or electrical knowledge a plus.
  • Excellent follow-up skills
  • Strong organizational skills
  • Must be proficient on keyboard and with Microsoft computer applications
  • Consistently at work and on time, follows instructions, responds to management direction and solicits feedback to improve performance
  • Strong interpersonal, verbal and written communication skills.

Skills, Knowledge and Abilities (SKAs)

  • Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
  • Actively looking for ways to help people.
  • Understanding the implications of new information for both current and future problem-solving and decision-making.
  • Communicating effectively in writing as appropriate for the needs of the audience.
  • Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
  • Ability to work in a fast paced environment and multi-task.
  • Strong attention to detail with the ability to plan, organize and prioritize.
  • Strong initiative, problem analysis and problem solving skills.
  • Computer proficient with Excel, Word, OnBase and Internet search.
  • Flexibility – assignments, processes, and procedures can change as the business needs change.
  • Able to work as part of a team, shares knowledge as needed and has the ability to work effectively together on the team to achieve departmental/organizational goals.

Education/Training

  • Bachelor’s Degree preferred

Physical/Environmental

  • Sitting for long periods of time, completing tasks using a computer and other office equipment.
  • Position requires frequent talking, hearing, and vision with occasional standing, walking and reaching.
  • May require lifting up to 10 lbs.
  • Job position responsibilities are generally performed in a business office environment with computers, printers and phones.

Job Type: Full-time

Experience:

  • Call Center: 1 year (Preferred)
  • customer service: 1 year (Preferred)

Work environment:

  • Office

Communication method(s) used:

  • Email
  • Phone