Contact Centre Service and Sales Agent

We 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.

They ensure that all orders and inquiries are researched and handled knowledgeably and professionally, and we provide the training they need to succeed. 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.

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.

Answer inbound customer service phone calls

Correspond with customers via email and live chat sessions

Achieve call center metric targets and customer satisfaction objectives

Identify, research, and resolve complex, routine, and non-routine customer issues using creative problem-solving and quick decision making

Recognize and act on opportunities for additional sales

Collaborate with warehouse personnel to resolve shipping conflicts

Partner with the outside sales team on customer satisfaction issues

Promote a culture that is focused on world-class customer service through building customer trust and taking ownership of all customer issues

Facilitate new hire training and new hire integration

Recognize and document trends in customer queries and relay them to supervisors

Establish and maintain customer relationships by handling problems with concern, speed, and professionalism

Direct customers to appropriate resources

Recommend process improvements

Work as a team player and support the needs of the organization

Engage in continuous self-training to expand product knowledge

Special projects as assigned.

Work Experience Requirements:

Minimum high school diploma or GED

Positive, customer oriented, service attitude

Two years prior call center or customer service experience

Basic computer literacy

Bilingual a plus

We provide great benefits, including extended health care, dental care holidays, paid time off (PTO), employee discounts, and disability. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Mobility & Physical Activity

Frequently required to stand and walk short and long distances

Must also be able to position self to maintain equipment, including under tables and desks

Ability to work in varying environmental conditions (e.g., Frequently required to use hands to finger, handle, or feel objects, tools, or controls

Regularly repeat the same movements when entering data

Ability to utilize office equipment/computers

Ability to communicate with supervisors, employees, and customers

Job Posted by ApplicantPro