Technical Customer Service Representative Job in Mount Prospect 60056, Illinois US
Reports to: Director of Marketing Communications
JOB SUMMARY:
Ideal candidate will have technical product/manufacturing background and candidates with automotive background and understanding of automotive maintenance are highly desired.
Interact with customers via phone, electronic communication, and written communication to provide information in response to inquiries about products including service, technical how to questions, trouble shooting, returns, and miscellaneous requests.
Must be able to handle up to 100 calls per day, provide top notch customer service, handle at times, difficult customers; and maintain a calm disposition throughout the process of servicing the customer.
ESSENTIAL JOB FUNCTIONS:
1. Monitors and completes work, while performing all tasks assigned.
2. Assists customers in the solution of problems with regards to products and services.
3. Receives customers' requests by telephone or mail, analyzes requests, provides information requested in a timely manner.
4. Analyzes and traces transactions, corrects records, and adjusts errors in data entry of customer service order entry system..
5. Resolves customer questions related to orders, takes orders as needed.
6. Maintains liaison with other departments for order completion.
7. Writes up order, mails catalog, samples, price quotations, and similar data to customer, as required.
8. Responds to customers' requests via telephone or mail.
9. Contacts customers to ascertain data omitted on orders and returns.
10. Have knowledge of product line, prices, delivery time, drop ship items, various marketing promotional services, and similar data, as required.
11. Processes all sales agents' orders and courtesy sales originating through mail.
12. Prepares and forwards preliminary paperwork to returns and replacements on problem orders.
13. Switchboard and or service phone experience.
ADDITIONAL RESPONSIBILITIES:
1. Provides switchboard relief as needed.
2. Performs other allied duties as assigned by supervisor.
EXPERIENCE AND BACKGROUND:
One to two year's experience desired. Knowledge and ability—English and grammar. Pleasant telephone voice/manner, ability to operate simple office equipment sufficiently to perform the job. Ability to compose professional correspondence.
Automotive mechanics with excellent computer and writing skills encouraged to apply.
EDUCATION: High school education or equivalent. Automotive mechanics a plus.
BENEFITS: 2 weeks’ vacation after 1 full year of service as per accrual program. Medical, dental, and 401K.
SALARY: $25,000