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Customer Service Representative (Product Technical Support)

Chino, CA · Customer Service
Job Title – Customer Service Representative (Product Technical Support)
Location – Near Chino, CA
Onsite, Non-Exempt
Contract to hire
Rate: DOE
 
Job Summary of the Customer Service Representative role
A fast-growing nationally recognized sporting goods manufacturer and distributor is looking for a Customer Service Representative with strong technical support skills to join their growing team. In this role you will be given the opportunity to directly impact and improve the customer experience process which is the most critical of the organization. The importance of this role is to provide strong customer experience and provide solutions that will help improve the quality of service and product.

Responsibilities of the Customer Service Representative role
Maintaining a positive, empathetic and professional attitude toward customers.
Responding promptly to customer inquiries.
Clearly identify customer’s issues and provide solutions for product or service
Expediting correction or solution; and following-up to ensure satisfaction.
Maintain constant communication with customers through various channels.
Acknowledging and resolving customer complaints.
Build sustainable relationships of trust through open and interactive communication.
Knowing products inside and out so that you can answer questions.
Go the extra mile to engage customers for solutions and positive results.
Processing replacement units and parts as needed for customer satisfaction.
Process product registrations.
Keeping records of customer interactions, transactions, comments and incidents.
Communicating with colleagues and management as necessary to resolve escalated issues
Providing feedback on the efficiency of the customer service process.
Recommend potential products or solutions to management based on customer feedback
Prepare product or service reports by collecting and analyzing customer information.
Assemble products and prepare any necessary reports.
Process shipping labels when needed to send out parts or replacement units.
 
Requirements of the Customer Service Representative role
Bachelor’s degree preferred.
3 years of Customer Service or call service experience preferred.
Customer-oriented person.
Ability to de-escalate situations including emails and calls.
Excellent communication skills; verbal and written
Problem solver with the ability to be a creative thinker when presented with roadblocks.
Ability to multi-task, prioritize and manage time effectively.
Previous experience with a ticketing system a plus but not required
Strong data entry, computer skills required; Microsoft Outlook, Office Suite.
 
An updated resume is required for consideration.  Only Local candidates will be considered - Position does not offer relocation or visa sponsorship.

 

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