Customer Service Representative - Chat and Email - FNA Group

SUMMARY:

FNA Group is a world class and leading manufacturer of consumer and industrial pressure washers and other outdoor power equipment. FNA's highly acclaimed brands include Simpson, Delco and CRX. Exclusive licenses with recognizable brands such as DeWalt, Stanley Black & Decker and Craftsman further strengthens FNA's market presence and awareness. FNA is a dynamic organization with unprecedented growth due largely to its ability to attract and retain highly talented associates.

We have a challenging and exciting opportunity for a Customer Service Representative who is energetic, can multi-task and problem solve, and has the drive and motivation to learn and grow in a fast-paced setting.

Primary Purpose:

As a Customer Service Representative, you will communicate with our customers via live chat and through e-mail interactions. You will be a liaison on behalf of the FNA Group, serving as a brand ambassador to our consumers and convey professional expertise in our products, brands and services. You will work closely with our product service, sales, marketing and technical service teams to help guide and answer customer questions relating to product features, comparisons, replacement parts, service work, how-to, and other inquiries from both current and prospective product owners.

Job Description:

Note: Position is onsite in our Mesquite, TX facility. Remote/Hybrid is not available for this role.

• Responsible and authorized to communicate and research technical questions and knowledge of all FNA Group outdoor power equipment products.
• Research, gain knowledge and understanding of competitor products.
• Manage consumer interactions professionally, efficiently and with good communication skills.
• Communicate with clients and exhibit empathy when appropriate.
• Leverage superior product technical knowledge and resources to resolve consumer product questions, thereby avoiding unnecessary service calls.
• Effectively present and make recommendations on products; conveying quality, integrity and a superior understanding and delivery of consumer needs.
• Accurately document customer interactions, comments and details with limited errors.
• Provide back-up support for other areas as necessary.
• Communicate with and support our National and Assistant Service Managers with customer inquiries which may come up.

Qualifications:

Required:

• Working mechanical knowledge, including the use of tools.
• Ability to understand/read equipment drawings and look up parts in Illustrated Parts Lists (IPLs).
• Ability to apply effective intermediate computer skills, including live chat, and Microsoft Office applications such as Word and Excel.
• Detail oriented with a focus on quality and accuracy; ability to multitask.
• Good typing speed with proper spelling and use of grammar.
• Strong attention to detail with excellent written and verbal communication skills.

Preferred:

• Familiarity with small engine maintenance and repair with pressure washer experience a big plus.
• Customer Engagement Center experience a plus.
• Bilingual communication skills in Spanish and English is a plus.

Education/Certification:

High School diploma or equivalent required. College degree is a plus.