Lund, a Truck Hero Company and a leading manufacturer of premium automotive accessories located in Buford Gerogia. We are looking for experienced Inbound Call Center Assiciates who enjoy working in a team based environment awithin a high volume call center. We offer extensive product training, great work environment, growth opportunities, and comprehensive benefits and 401 K for retirement. Come join our team today!
The fundamental purpose for this position is managing incoming calls, developing brand identity with new and existing customers as well as classifying and assessing customers’ needs to achieve satisfaction. This position will be the front-line contact between the company and the customer. Must be positive and upbeat in all situations. Should follow daily procedures so that we fulfill our organizational objective of creating a moment for the customer.
Essential Duties, Task and Responsibilities
Include the following but not limited to the below. A Customer Support Representative will be responsible for greeting customers via phone, email, live chat, or social media. Primary role is to answer general queries on pricing, anything pertaining to orders, minor install issues, missing hardware and product information lookup. They also collaborate with other departments to respond to customer questions and make sure customers are handled efficiently and in a timely manner. Other tasks include handling telephone calls, warranty, Zendesk tickets, phone system support, and customer communication. Will act as a liaison, provide product information and resolve any emerging problems that our customers might face with accuracy and efficiency.
Customer Care Associate Skills and Qualifications
Customer service, phone skills, approachable, supportive and willing to assist others, analyzing information, developing standards, exceptional attention to details, excellent organizational skills and emphasizing excellence. The customer support representative must be friendly, perky, possess excellent written and verbal communication skills, have excellent follow-up skills and must be able to multi-task and prioritize to efficiently handle multiple customer inquiries.
To perform the job successfully, an individual should demonstrate the following competencies:
Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem-solving situations; Uses reason even when dealing with emotional topics.
Technical Skills - Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others.
Customer Service - Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
Interpersonal Skills - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.
Oral Communication - Speaks clearly and persuasively in positive or negative situations, listens and gets clarification, responds well to questions.
Written Communication - Writes clearly and informatively, edits work for spelling and grammar, varies writing style to meet needs in a positive and informative manner, able to read and interpret written information.
Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team, customer and company above own interests.
Organizational Support - Follows policies and procedures; Completes tasks correctly and on time; supports organization's goals and values; Supports affirmative action and respects diversity.
Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.
Quantity - Meets productivity standards; Completes work in timely manner; Strives to increase productivity; Works quickly. - Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.
Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan.