Customer Support Representative at Donatech Corporation
Toledo, OH
About the Job
Position would require the candidate to be a W2 employee of Donatech
PURPOSE OF THE JOB
The call center agent is the first point of contact to address direct and indirect customer inquiries, regarding client’s products and services. The Agent is responsible for ensuring that all questions are handled in a professional and mutually beneficial manner and in accordance with client’s standards. The role is part of the Supply Chain and Industrial Strategy organization (SCIS).Reports to: Get Pink Team LeaderSpan of Control: Individual Role with Assigned Responsibilities
JOB RESPONSIBILITIESProvide quality service to internal and external customers.• Handle incoming customer calls, emails and web inquiries regarding client’s products and warranties• Ensure a timely and professional response• Enter all relevant information regarding inquiries into client’s system• Provide detailed step-by-step instructions to customers concerning website navigation and browsing, warranty claim or claim status, and/or product information• Advise customers on newly available products and programs to promote the client’s brand and drive overall sales• Follow up with customers as requestedMetrics:• Call quality score• Customer feedback• Information accuracy• Adherence to schedule
JOB REQUIREMENTS MINIMUM QUALIFICATIONS:• High School diploma or equivalent (Associates or Bachelors Degree preferred)• At least one year work experience in a customer facing environment
EXPERIENCE:• Building materials experience• 1-3 years prior customer service experience• Prior experience working in a team environment• Demonstrated ability to work independently
KNOWLEDGE, SKILLS & ABILITIES:• Strong oral and written communication skills• Proficient typing skills• Professional appearance and demeanor appropriate for corporate environment• Proficient working knowledge of the MS Office Suite including Outlook, Word, and Excel• Capable of quickly and accurately identifying customer needs, solving problems systematically, using sound business judgment, and following through on commitments• Strong team building, customer service, planning and organizing skills• High attention to detail with the ability to handle multiple priorities• Ability to excel in a fast paced and ever-changing work environment• Ensures personal accountability• Quickly learns and adapts to change
PURPOSE OF THE JOB
The call center agent is the first point of contact to address direct and indirect customer inquiries, regarding client’s products and services. The Agent is responsible for ensuring that all questions are handled in a professional and mutually beneficial manner and in accordance with client’s standards. The role is part of the Supply Chain and Industrial Strategy organization (SCIS).Reports to: Get Pink Team LeaderSpan of Control: Individual Role with Assigned Responsibilities
JOB RESPONSIBILITIESProvide quality service to internal and external customers.• Handle incoming customer calls, emails and web inquiries regarding client’s products and warranties• Ensure a timely and professional response• Enter all relevant information regarding inquiries into client’s system• Provide detailed step-by-step instructions to customers concerning website navigation and browsing, warranty claim or claim status, and/or product information• Advise customers on newly available products and programs to promote the client’s brand and drive overall sales• Follow up with customers as requestedMetrics:• Call quality score• Customer feedback• Information accuracy• Adherence to schedule
JOB REQUIREMENTS MINIMUM QUALIFICATIONS:• High School diploma or equivalent (Associates or Bachelors Degree preferred)• At least one year work experience in a customer facing environment
EXPERIENCE:• Building materials experience• 1-3 years prior customer service experience• Prior experience working in a team environment• Demonstrated ability to work independently
KNOWLEDGE, SKILLS & ABILITIES:• Strong oral and written communication skills• Proficient typing skills• Professional appearance and demeanor appropriate for corporate environment• Proficient working knowledge of the MS Office Suite including Outlook, Word, and Excel• Capable of quickly and accurately identifying customer needs, solving problems systematically, using sound business judgment, and following through on commitments• Strong team building, customer service, planning and organizing skills• High attention to detail with the ability to handle multiple priorities• Ability to excel in a fast paced and ever-changing work environment• Ensures personal accountability• Quickly learns and adapts to change