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Customer Service

2 weeks ago

Hamilton, Canada Active Tool Repair Full time

**Customer Service Representative Job Description**

The Customer Service Representative attracts potential customers by answering product and service questions; suggesting information about other products and services. Process orders, prepare correspondences and fulfill customer needs to ensure customer satisfaction.

We will train

Requires a high school diploma. Works under immediate supervision. Primary job functions do typically require exercising independent judgment. Reports to a supervisor or manager. The target is to ensure excellent service standards and maintain high customer satisfaction.

**Job functions**:

- Open and maintain customer accounts by recording account information, writing up service orders for incoming work.
- 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
- Recommend potential products or services to customers.
- Prepare service reports by collecting and analyzing customer information
- Manage large amounts of incoming calls, and walk ins
- Generate sales.
- Identify and assess customers’ needs to achieve satisfaction
- Build sustainable relationships of trust through open and interactive communication
- Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution
- Keep records of customer interactions, process customer accounts and file documents
- Instruct on company policies.
- Go the extra mile to engage customers
- Use telephones to reach out to customers and verify account information
- Greet customers warmly and ascertain problem or reason for calling
- Assist with placement of orders, refunds, or exchanges
- Take payment information and other pertinent information such as addresses and phone numbers
- Place or cancel orders
- Answer questions about warranties or terms of sale
- Suggest solutions when a product malfunctions
- Attempt to persuade customer to reconsider cancellation
- Sell products and services

**Requirements**:

- Proven customer support experience
- Strong phone contact handling skills and active listening
- Customer orientation and ability to adapt/respond to different types of characters
- Excellent communication and presentation skills
- Ability to multi-task, prioritize and manage time effectively

**Customer service representative top skills & proficiencies**:

- Customer Service
- Adapting to pace changes and using time effectively
- Product Knowledge
- Quality Focus
- Documentation Skills
- Listening Skills
- Phone Skills
- Resolving Conflict
- Multitask
- Patience
- Negotiation
- Positive Attitude
- Attention to Detail
- People Oriented
- Problem Solving
- Organizational Skills
- Adaptability
- Ability to Work Under Pressure
- Computer Skills

**Salary**: $15.00 - $17.00/ hour based on experience and quality of work.

**Job Types**: Full-time, Permanent

**Salary**: $18.00-$20.00 per hour

**Benefits**:

- Casual dress
- Store discount

Flexible Language Requirement:

- French not required

Schedule:

- 8 hour shift
- Monday to Friday
- Weekends as needed

Supplemental pay types:

- Overtime pay

**Education**:

- Secondary School (preferred)

**Experience**:

- Customer service: 1 year (preferred)

**Language**:

- English (required)

Work Location: In person