Customer Relations Representative

Standard Tv & Appliance; Portland (OR); On-site; USD 24,796 - 33,062; Full time

Benefits offered by this job

Employee Discount Program on purchases

Health and Dental Insurance

Paid Time Off/Paid Holidays

401K

Job summary

Standard TV and Appliance is seeking a Customer Relations Representative to be the single point of contact for customer issues related to our products and services. You will communicate with customers, vendors, and service departments to arrange parts and service, and maintain accurate service records.

The role involves answering calls and emails, coordinating with delivery and service teams, and processing paperwork for transactions.

Qualifications

• At least 1 year dealing with escalated customer service issues.
• Must be organized and detail-oriented.
• Must maintain a positive attitude when working under stress.
• Must work under pressure with time-sensitive issues.
• Must address specific needs of customers.
• Ability to work positively in a team environment.
• Fluency in English (verbal & written).
• Computer knowledge and skills.

Responsibilities

• Answer incoming customer calls and return calls involving various issues.
• Answer incoming emails and confirm receipt to all customers inquiries.
• Coordinate with delivery and service/parts department and communicate updates to the customer.
• Ensure parts are ordered from manufacturers for damaged units in customers' homes.
• Contact manufacturers and warranty companies to secure reimbursement for damaged and/or non-returnable products.
• Negotiate with customers and manufacturers to resolve customer issues.
• Schedule service to address product issues and evaluate any previous service for potential exchanges.
• Handle paperwork for sales, credits, and installations as needed for product exchanges.
• Issue Purchase Orders for ESP service performed by outside providers.
• Perform other duties as assigned by the Customer Relations Supervisor or Store 01 Manager.

Skills

Customer service experience

Organized

Attention to detail

Pressure handling

Team player

English fluency

Computer skills

Job description

Do you enjoy problem-solving? Are you capable of staying cool under pressure and exhibiting a calm, confident attitude at all times? Do you have at least 2-years previous customer service experience?

Then come work with us!

Standard TV and Appliance has an opening for a CUSTOMER RELATIONS REPRESENTATIVE.

The CUSTOMER RELATIONS REPRESENTATIVE acts as the single point of contact for any customer issues relating to the products or services we sell. General job duties include interacting with customers via phone/email, communicating with vendors, manufacturers and the service department to arrange parts and service, and processing paperwork/transactions using a computer ensure customer/service records remain accurate and up-to-date. Additional duties listed below.

Salary starts at $21/hr + BENEFITS and COMMISSION OPPORTUNITIES (see below).

BENEFITS INCLUDE:

• Employee Discount Program on purchases
• Health and Dental Insurance

Paid Time Off/Paid Holidays

• 401K
• PLUS FUTURE OPPORTUNITIES FOR ADVANCEMENT

ESSENTIAL JOB FUNCTIONS:

• Answer incoming customer calls and return calls involving various issues.
• Answer incoming emails and confirm receipt to all customers inquiries.
• Coordinate with delivery and service/parts department and communicate updates to the customer.
• Ensure parts are ordered from manufacturers (via the service department) for damaged units in customers' homes.
• Contact manufacturers and warranty companies to secure reimbursement for damaged and/or non-returnable products.
• Negotiate with customers and manufacturers to resolve customer issues.
• Schedule service via the service department to address product issues and evaluate any previous service to determine if an exchange is warranted.
• Key new sales and credit memos, complete Debit Memos or other paperwork (e.g., Short Forms), and schedule installation, as needed, for product exchanges.
• Issue Purchase Orders (PO) for Standard's Extended Service Plan (ESP) service performed by outside service providers.
• Perform other duties as assigned by the Customer Relations Supervisor or Store 01 Manager.

MINIMUM QUALIFICATIONS:

• At least one (1) year of dealing with escalated customer service issues.
• Must be organized and detail-oriented.
• Must maintain a positive attitude when working under stress.
• Must be able to work under pressure with time sensitive issues.
• Must have the ability to ascertain and address specific needs of customers.
• Ability to work positively in a team environment.
• Fluency in English (verbal & written).
• Computer knowledge and skills.

PREFERRED QUALIFICATIONS:

• Customer Service certification from a business or accredited college.
• On-the-job Customer Relations experience (2 years or more) dealing customer/vendor relations at an escalated level.
• Intermediate knowledge of Excel.
• Proficient 10-key skills.

PHYSICAL DEMANDS:

• Employee will sit for long periods of time (e.g., 3 or more hours at a time).
• Employee will type and talk on the phone for long periods of time (e.g., 2 or more hours at a time), and will interact with agitated customers.

Standard TV & Appliance.

Best Service. Best Selection. Best People.