Customer Service Representative

Overhead Door Corporation; Mount Hope (OH); On-site; USD 35,000 - 45,000; Full time

Job summary

Overhead Door Corporation is seeking a Customer Service Representative in Mount Hope, Ohio, who will respond to customer inquiries and complaints about our products and services. This role requires strong communication and problem-solving skills, as well as experience in a customer service environment.

The successful candidate will assist upper management with daily operations, maintain accurate call logs, and ensure customer satisfaction through effective resolution of issues. A High School Diploma or equivalent is necessary for this role.

Qualifications

• Must have customer service experience.
• Exceptional telephone communication and problem solving skills required.
• High School Diploma or Equivalent necessary.

Responsibilities

• Respond to customer inquiries and complaints regarding products.
• Provide support for customer service representatives.
• Assist in delegating routine office work.

Skills

Customer Service Experience

Exceptional telephone communication

Problem solving skills

Basic computer skills

Education

High School Diploma or Equivalent

Tools

Excel

Word

Power Point

Lotus Notes

Job description

Job Description

• Respond to customer’s inquiries and/or complaints regarding the company’s product or services.
• Respond to calls on a daily basis, incoming and/or call-backs.
• Determine best method(s) to resolve problems to ensure customer satisfaction and adhere to company policies.
• Inform customers of procedures and resolutions of problems.
• Provide follow-up to ensure customer satisfaction.
• Provide guidance and support to Lewisville CSR’s.
• Assist upper-management in delegating routine office work.
• Maintain an accurate account of incoming telephone calls.
• Operate computer terminal (JDE, Right Fax and/or other applicable programs as designated by specific job responsibilities) to order parts, enter service history and provide shipping/receiving dates.
• Process credit card, check and in-warranty orders.
• Track packages/shipments through carrier.
• Provide detailed explanation of company policy and procedures in respect to warranty.
• Investigate and respond to customer order/billing inquiries and process credits if necessary.
• Take, investigate and solve customer complaints.
• Interface with dealers to solve customer problems.
• Provide non-warranty sales and/or service referrals for product, authorized service dealers or distributors.
• Mail/fax/email sales literature and service information to customers.
• Provide follow-up with customer, retail store, distributors and/or dealer as necessary.
• RightFax acknowledgement of credits and invoices. Mail rejections of RightFax.

Qualifications

• Customer Service Experience
• Exceptional telephone communication and problem solving skills. Basic computer skills, including data entry, Excel, Word, Power Point and Lotus Notes. Must be capable of handling advanced customer complaints in a satisfactory manner.
• High School Diploma or Equivalent.