Call Center Representative

ABOUT RELIABLE PARTSWe are a leading distributor of appliance parts in the US and Canadian markets. With over 60 branch locations and multiple distribution centers, we provide service to customers in multiple sectors, including extended warranty, national accounts, multi-housing, government, e-commerce, and retail spaces. We pride ourselves on the exceptional products, services, and value we add to the appliance parts service and repair industry.We are also proud of our exceptional employees. They ensure that all orders and inquiries are researched and handled knowledgeably and professionally, and we provide the training they need to succeed. Because of their dependability, we consider them a big part of our success. In turn, we offer opportunities for growth and relocation, as well as great benefits and supportive management that make our growing business an industry leader.Position Purpose:The Customer Sales Representative II position communicates with customers via telephone, live chat, and email to assist with ordering products, resolving conflicts with order discrepancies & shipping issues, and general problem solving with a specific focus on customer retention and satisfaction.Essential Functions:Answer inbound customer service phone calls Correspond with customers via email and live chat sessionsAchieve call center metric targets and customer satisfaction objectivesPerform advanced CSR functionsIdentify, research, and resolve complex, routine, and non-routine customer issues using creative problem-solving and quick decision makingRecognize and act on opportunities for additional salesTroubleshoot and resolve order discrepanciesCollaborate with warehouse personnel to resolve shipping conflictsPartner with the outside sales team on customer satisfaction issuesPromote a culture that is focused on world-class customer service through building customer trust and taking ownership of all customer issuesSecondary Functions:Facilitate new hire training and new hire integrationRecognize and document trends in customer queries and relay them to supervisorsEstablish and maintain customer relationships by handling problems with concern, speed, and professionalismDirect customers to appropriate resourcesRecommend process improvementsPrioritize daily tasks and demands with flexibilityWork as a team player and support the needs of the organizationEngage in continuous self-training to expand product knowledgeOther duties as assigned by managementBack up other members of the department.Special projects as assigned.Work Experience Requirements:Skilled at balancing multiple priorities Ability to work under pressureMinimum high school diploma or GEDPositive, customer oriented, service attitudeTwo years prior call center or customer service experienceExcellent written and verbal communication skillsAbility to type 40+ words per minuteBasic computer literacyExperience with appliance parts or major home appliances preferredBilingual a plusBenefits:We provide great benefits, including extended health care, dental care holidays, paid time off (PTO), employee discounts, and disability. If this sounds like the right opportunity for you, apply today!Physical Requirements:The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.Mobility & Physical ActivityMust be able to maintain significant activity levels for extended periods of timeFrequently required to stand and walk short and long distancesRemain in stationary position, often standing or sitting for prolonged periodsMust also be able to position self to maintain equipment, including under tables and desksAbility to work in varying environmental conditions (e.g., temperature, noise, lighting)Manual Dexterity & HandlingFrequently required to use hands to finger, handle, or feel objects, tools, or controlsRegularly repeat the same movements when entering dataAbility to utilize office equipment/computersCommunication & InteractionAbility to communicate with supervisors, employees, and customersCommunicate with others to exchange informationRegularly speak clearly so listeners can understandRegularly understand the speech of another personWork collaboratively in a team environmentAbility to respond quickly to changing priorities or emergenciesSensory RequirementsSpecific vision abilities required: close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focusFrequently hear sounds and recognize the difference between themFrequently focus on one source of sound and ignore othersAttendance & ReliabilityMust have regular, consistent, and predictable attendance

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