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Customer Service Representative

3 months ago

Burlington, Canada Engenuity Outdoor Equipment Full time

Job Summary

Customer Service Representatives help customers understand products and services and promote continued customer interest in the company’s products and services. They support customer inquiries, generate, or maintain sales, and identify and assess customer needs to achieve satisfaction. They resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.                 

Major Responsibilities

  • Provide solutions for our customers with expert knowledge to generate and maintain sales. This includes:
  • Identifying customer needs and recommending the appropriate product or service
  • Troubleshooting product issues and providing appropriate solutions and alternatives
  • Providing tracking and availability information to customers and retailers.
  • Accommodate customer/end users’ inquiries for warranty parts per DK2’s 1-year limited parts warranty by:
  • Directing customers to submit warranty web forms found at detailk2.com/warranty
  • Reviewing warranty webforms
  • Validating the purchase and date range to accommodate 1-year limited parts warranty
  • Identifying part(s) in question using images uploaded by customer’s and communicating with end user if necessary
  • Processing accurate orders, checking inventory levels, and addressing any out-of-stock parts issues
  • Noticing and identifying trends to advise management
  • Following up with warranty form submitter regarding status
  • Gathering and acting on customer feedback, and supporting the continuous improvement of our products and services by:
  • Following established processes, communication procedures, guidelines, and policies
  • Responding to customer reviews
  • Building knowledge management tools
  • Providing feedback to other departments to help improve sales, marketing, and business processes
  • Partner with management, peers, and staff to provide a supportive environment and positive work experience by:
  • Maintaining a positive, empathetic, and professional attitude toward customers always
  • Practicing organizational core values
  • Adhering to all corporate policies and procedures
  • Being open to learning, obtaining feedback and are coachable
  • Engaging in ongoing educational opportunities to update job knowledge
  • Maintaining a safe and organized work environment
  • Contributing ideas on ways to improve and optimize work processes

Education and Experience:

Education (Level and Specialty / Discipline):

  • College diploma

 

Experience (Years of Related Experience and Type of Experience):

  • 2 years customer support experience


Technical or Professional Qualifications or Certifications / Designations:

  • Customer support experience or experience as a Client Service Representative
  • Familiarity with CRM systems and practices
  • Knowledge and history of all products sold
  • Customer support experience or experience as a Client Service Representative
  • Familiarity with CRM systems and practices
  • Extensive knowledge and history of all products sold
  • Proficient in Microsoft Office

 

Working Conditions:

General office environment with exposure to normal office conditions.