Job description

Position summary

The primary function of this position is to respond to ensure that all aspects of the RMA process are completed in a timely and efficient manner. Process steps include responding to order inquiries, processing return labels, entering warranty orders, and advising on warranty questions. Additional responsibilities include receiving and making outbound customer calls including corresponding via email, managing customer and equipment data and effective use of resources, systems, and databases.

Essential duties and responsibilities:

· Provide world-class customer service, response time and follow through to internal and external customers

· Engage with customers in a friendly and professional manner while actively listening to their concerns

· Works directly with external and internal customers either by telephone, electronically or in-person, coordinating information with teams, departments and dealer partners

· Effectively manage workload to meet customer expectations and organization’s goals.

· Identify process improvement opportunities to improve customer satisfaction and streamline processes and work with Leadership to implement improvements

· Timely processing of transactions and responses to inquiries

· Follows documented procedures

· Ability to de-escalate customer situations in order to obtain first call resolution (FCR).

· Accurate use of systems and databases to enter, manage and maintain customer equipment, to research inquiries and to respond to requests

· On applicable product lines, records customers product quality complaints according to complaint handling guidelines and SOP, forwarding to the quality department for further documentation & processing.

· Other duties as assigned

· Up to 5% Travel

Qualifications

Excellent written and verbal communication skills are needed as well as proficient in MS Word and Excel. Excellence in accuracy and attention to detail. Strong problem-solving and decision-making skills with the ability to handle a variety of customer situations. Ability to work standard departmental hours of 40 hrs/per week, in addition to holidays and overtime as needed.

Minimum requirements

· HS Diploma or equivalent

· 1-3 years’ experience in a customer service-related field

Preferred requirements

· Associates degree

· 2+ years of contact center experience

· Experience with Customer Relationship Management Systems (CRM)

Job Type: Full-time

Pay: $18.00 - $25.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Paid time off
• Parental leave
• Vision insurance

Schedule:

• Day shift
• Monday to Friday

Ability to commute/relocate:

• Alpharetta, GA 30022: Reliably commute or planning to relocate before starting work (Preferred)

Work Location: Hybrid remote in Alpharetta, GA 30022

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