The Hillman Group

  • Customer Service Representative

    Job Locations US-AZ-Tempe
    Posted Date 1 month ago(4/18/2018 2:23 PM)
    Requisition ID
    2018-2676
    # 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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