Customer Service Representative - ECS Tuning

RCI Off Road, headquartered in Loveland, Colorado, is a premier manufacturer of aftermarket truck and SUV accessories. We are deeply committed to our craft and take immense pride in engineering and manufacturing innovative solutions that exceed customer expectations. Every product we create is meticulously designed and rigorously tested to ensure its quality, durability, and performance. We are looking for a customer service representative to join our dynamic and rapidly growing team. This is an on-site full-time position and offers competitive compensation.

Position Description:

The ideal candidate will be responsible for offering excellent customer service, managing phone calls, emails, etc. 9:30 a.m. to 6:00 p.m. (this may potentially change to 7:30 a.m. to 4:00 p.m.) , Monday through Friday. This role is a vital part of our customer service and sales team, ensuring effective communication and offering excellent service levels to our customers. 

Responsibilities:

• Serving our customers well by offering a best-in-class experience
• Answering and directing phone calls, chats, and emails in a professional and timely manner and offer exceptional service levels.
• Checking order statuses and providing updates to customers.
• Entering orders for customers who prefer not to use our website.
• Taking detailed messages for customer service issues or technical support inquiries.
• Using communication and organization tools such as Slack and Gmail effectively to coordinate with the team and manage tasks.
• Resolving customer order issues (Returns and warranty)
• Order Verification and Payment Support
• Other Duties as Required – In this role you will be required to support other areas as needed, such as customer pick-ups. These duties will be assigned as needed.

• Enthusiasm and profound knowledge of the off-roading and overlanding marketplace, and enthusiast trends.
• A customer-oriented approach with the ability to handle stressful situations calmly and professionally.
• High school diploma or equivalent; further education or certification is a plus.
• Proven work experience as a prior customer service agent, front office representative, or similar role.
• Strong communication and interpersonal skills.
• Proficiency in Microsoft or Google Office Suite and ability to quickly learn new software, including Slack.
• Excellent organizational skills with the ability to multitask.
• Unrelenting desire to serve customers 
• Technical automotive repair/maintenance experience 
• Excellent oral and written communication skills 
• Professional phone etiquette 
• Ability to work in a team environment 

What does Success Look Like?

• Providing every customer with a best in class experience!
• Living by our values in all that you do. 
• Communication – Transparency – Collaboration – Trust – Respect