Description Job Summary The customer service representative is responsible for providing superior customer service for all customers by using knowledge of company policies and procedures, as well as communicating effectively with team members within the customer service department. This is a full-time, non-exempt position.
Reports to Customer Service Manager
Essential Functions
- Answering a variety of questions ranging from "when will I receive my order" to "how much will it cost to ship a part to Australia." Our 200+ years of experienced staff as well as our computer system and website will help you answer all the questions.
- Accurately enters customer order data into company computer systems
- Processes customer orders/changes/ returns according to established department policies and procedures
- Responds to all internal/external calls, emails, and faxes in a timely manner, ensuring that customers’ concerns are understood and resolution is clearly explained
- Exemplifies high levels of quality, productivity, and efficiency in a manner consistent with continuous quality improvement
- Collaborates with the sales team to meet and exceed customer service expectations
- Utilizes ZIP Corvette catalogs as reference tool for customer assistance
- Demonstrates a willingness to learn and a passion for helping people
- Continually maintains a working knowledge of our products, services, and promotions
- Guides callers through navigating the company website
- De-escalates situations involving dissatisfied customers, offering assistance and support
- Demonstrates a high level of customer service empathy, professionalism, and respect
- Provides timely and accurate information to customers regarding orders and product requests
Requirements
Key skills and competencies of the position include, but are not limited to
- Customer Service and/or Call Center service
- Proficiency with Microsoft Office, Outlook, and NAV ERP system
- This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, and fax machines.
- Strong oral, written and interpersonal communication skills
- High level of accuracy, attention to detail, and organizational skills
- Ability to learn new procedures, systems, and technologies
Work Environment This job operates in both a professional office and warehouse. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.
Physical Demands The individual in this position will spend several hours sitting and using office equipment and computers, which can cause muscle strain.
Schedule and Availability Customer service department hours are Monday - Friday 8:00 AM – 5:00 PM. CSRs are expected to be available to work a 40 hour week during the hours our customer service department is open. Shifts may vary depending on business needs. Seasonal/occasional overtime is mandatory.
Travel No travel is expected for this position.
Qualifications, Education and Experience
- High School Diploma or GED required
- Associates degree preferred
- Minimum 3 months of experience in a high-volume call center or customer service environment
AAP/EEO Statement ZIP Corvette and its affiliates provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, ZIP Corvette complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
ZIP Corvette expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of ZIP Corvette’s employees to perform their job duties may result in discipline up to and including discharge.