Client Site Industry & Highlights 

We are currently hiring for Call Center 

Job Title: Parts Call Center   

Pay Rate: $17.50

Schedule (Days and Time): 1^st 745am-445pm

Job Duties/Responsibilities 

? Responsible for answering 50-90 customer calls related to the Power Tool Industry per day in a timely manner while ensuring superior customer service is always delivered to all customers both external and internal.

? Handles inquiries received by phone and electronically, including but not limited to quotes, order status, ETA’s, claim status, repair status, return requests, billing/shipping errors, etc. May be assigned customers requiring more detailed or special attention.

? Responsible for processing customers’ orders submitted via phone, EDI, B2B, email and fax, including but not limited to verifying customer account number, pricing, ship from location, product availability, etc.

? Responsible for processing claims.

? Responsible for processing credit card payments.

? Works on complaints concerning billing or service rendered, referring complaints of service failures to designated departments for investigation.

? Enters alphabetic, numeric, or symbolic data from source documents into computer following format displayed on screen and enters necessary codes. Strong emphasis on data entry with related computer responsibilities while maintaining telephone support as needed.

? Must engage in troubleshooting Power Tools (Cordless Battery Operated and Corded Electric) Outdoor Power Equipment- String Trimmers, Chainsaws (Cordless, Corded Electric and Gas), Generators, Hedgers, etc.

? Handles order distribution when assigned, including managing the general inbox by responding to inquiries and forwarding inquiries in a timely manner.

? Will be trained to create/review various reports to improve the management of accounts for our customers both internal and external.

? This position also requires the tech support representative to execute a great deal of follow up with the customers and sales reps.

? Meets all expected minimum KPI requirements set forth for the department (orders, tasks, special projects, etc.), including but not limited to Upsells as assigned.

? Confers with production, sales, shipping, warehouse, or common carrier personnel to expedite or trace missing or delayed shipments.

? Proactively accepts additional duties and/or responsibilities as directed by management.

Job Requirements

• Tool experience
• Trouble Shooting
• Technical document literacy a plus
• Experience with other tool companies or large tool dealers is a plus
• Strong communication skills both verbal and written.

 
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