The Customer Service Representative II is an administrative and customer relations position responsible for responding by phone or email to customer requests, concerns, and/or complaints along with other channels of distribution within the call center. The qualified candidate will research and resolve complaints to ensure customer retention and satisfaction; maintain direct contact with numerous departments within HES; promote the organizations products and services; and have the ability to thoroughly understand the company's products and their applications. Work is performed under moderate supervision.
This is a hybrid role with work from home 2 days per week and in-office 3 days per week.
A Day In The Life
Respond to customer's requests, concerns, and complaints
Ability to answer customer questions regarding policies and procedures
Handles high volume inquiries
Provides order inquiry and inventory status
Responds quickly to questions and tracks responsiveness levels
When fixtures not available, seeks substitutes to resolve customer's needs
Ability to enter basic orders when necessary
Follow up on orders that have shipped
Communicate with Marketing, Quality and Manufacturing to identify and solve customer requests and problems.
Communicate special order processing requirements such as special shipping instructions, emergency delivery requirements, etc
Supports Team and Department goals in areas of service
Provide research and problem solving to agents as directed by supervisor
What will help you thrive in this role?
Two year college degree or an equivalent combination of education and experience
Two plus years business experience with significant exposure to Customer Service
Computer literate. Microsoft Excel and Word a plus