About this role
www.geniecompany.com
• Respond to customer’s inquiries and/or complaints regarding the company’s product or services. • Respond to calls on a daily basis, incoming and/or call-backs. • Determine best method (s) to resolve problems to ensure customer satisfaction and adhere to company policies • Inform customers of procedures and resolutions of problems. • Provide follow-up to ensure customer satisfaction. • Provide guidance and support to Lewisville CSR’s. • Assist upper-management in delegating routine office work.
• Essential Duties and Responsibilities: • Maintain an accurate account of incoming telephone calls. • Operate computer terminal (JDE, Right Fax and/or other applicable programs as designated by specific job responsibilities) to order parts, enter service history and provide shipping/receiving dates. • Process credit card, check and in-warranty orders. • Track packages/shipments through carrier. • Provide detailed explanation of company policy and procedures in respect to warranty. • Investigate and respond to customer order/billing inquiries and process credits if necessary. • Take, investigate and solve customer complaints. • Interface with dealers to solve customer problems. • Provide non-warranty sales and/or service referrals for product, authorized service dealers or distributors. • Mail/fax/email sales literature and service information to customers. • Provide follow-up with customer, retail store, distributors and/or dealer as necessary. • RightFax acknowledgement of credits and invoices. Mail rejections of RightFax.
Skills/Experience Requirements: • Customer Service Experience • Exceptional telephone communication and problem solving skills. Basic computer skills, including data entry, Excel, Word, Power Point and Lotus Notes. Must be capable of handling advanced customer complaints in a satisfactory manner. Education Requirements: • High School Diploma or Equivalent.