The Hillman Group

Customer Service Representative

US-AZ-Tempe
3 weeks ago(1/2/2018 11:09 AM)
Requisition ID
2018-2426
# of Openings
1
Category (Portal Searching)
Customer Service/Call Center

Overview

Summary

Receives and responds to telephone requests from customers and Hillman Field Service staff. Establishes and maintains positive relationships with internal and external customers.

Responsibilities

 

Essential Functions

  • Maintains a comprehensive knowledge base of multiple product lines including part numbers, features, account-specific plan-o-grams, units of measure/packaging and pricing.
  • Maintains a comprehensive knowledge base of multiple account specifications/guidelines including order procedures and account-specific product offerings.
  • Answers incoming calls within specified timeframes. Maintains established performance measures.
  • Answers detailed questions about Hillman products and customer order status.
  • Generates routine and special order paperwork according to established account profiles.
  • Researches and resolves a variety of customer concerns and complaints.
  • Supports store roll-outs and closings by placing a variety of calls to coordinate machine shipments.
  • Accurately documents all calls.
  • Initiates routine follow-up calls to customers as needed.
  • Treats all callers in a courteous and professional manner.
  • Completes outbound call assignments and projects without compromising inbound call goals.
  • Participates in department improvement teams.
  • Works “on call” evenings and weekends on a rotating basis as needed.
  • Performs all other related duties as assigned.

Qualifications

Education:

High School diploma or GED equivalent is required; or equivalent combination of education and experience.

 

Qualifications:

  1. Six months of customer service experience is required; Call Center experience is preferred.
  2. Basic knowledge of MS Office applications required; Ability to learn in-house software applications.
  3. Excellent communication and problem-solving skills.
  4. Able to work with a variety of personalities and maintain composure under stressful conditions.
  5. Able to effectively locate, communicate and document information.
  6. Fluency in Spanish is a plus.

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