Customer Service Representative

The Overhead Door; Mount Hope (OH); On-site; USD 32,000 - 46,000; Full time

Job summary

A regional service company in Mount Hope is seeking a customer service representative to handle inquiries and complaints about products and services. The role involves resolving customer problems, providing guidance to team members, and maintaining records of incoming calls. Successful candidates will demonstrate strong communication skills, a customer-first attitude, and the ability to operate relevant computer programs. Attention to detail is essential to ensure customer satisfaction and adherence to company policies.

Qualifications

• Maintain an accurate record of incoming telephone calls.
• Operate computer terminals (JDE, Right Fax) to order parts and view service history.
• Process credit card, check and in-warranty orders.
• Track packages/shipments through carrier.
• Explain company policies and warranty procedures.
• Investigate and respond to customer inquiries and process credits.
• Take, investigate and resolve customer complaints.
• Interface with dealers to solve customer problems.
• Provide non-warranty sales and/or service referrals.
• Mail/fax/email sales literature and service information to customers.
• Provide follow-up with customers, retailers and/or distributors.
• RightFax acknowledgement of credits and invoices; mail rejections.

Responsibilities

• Respond to customer inquiries and complaints regarding products or services.
• Determine the best methods to resolve customer problems.
• Assist management in delegating office work.
• 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.

Job description

Responsibilities

• 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.

Essential Duties and Responsibilities:

• 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.