The Hillman Group

  • Customer Service Representative

    Job Locations US-AZ-Tempe
    Posted Date 3 months ago(10/22/2018 11:08 PM)
    Requisition ID
    2018-3104
    # of Openings
    1
    Category (Portal Searching)
    Customer Service/Call Center
  • Overview

    Summary

    Establishes and maintains positive relationships with our domestic and international customers and Hillman Field Service staff by receiving and responding to a high volume of telephone requests.

     

    Responsibilities

    Key Result Areas:

     

    Customer Support – Provide support to both Hillman Customers and Field Service Staff via the phone loop.

    • Answer incoming calls from call queues within established metrics
    • Provide order support (placement, tracking, expediting, quote, etc.)
    • Process pickups, damages and issue credits, if applicable
    • Supports store roll-outs by placing a variety of calls to coordinate machine shipments
    • Assist callers that are using our self-service machines with a variety of questions/issues.

    Product and Merchandising Support – ability to answer questions concerning Hillman products

    • Quickly answer customer questions concerning product usage and specifications.
    • Review and know multiple merchandising components by customer to support customer displays.
    • Place orders for parts/racking or display material as needed by customer or field team

    Machine Support

    • Light troubleshooting with our customers on key machines 
    • Knowledge of how our self-service machines work and be able to assist callers

     

    Competencies:

    Personal Leadership

    Takes initiative, accepts responsibility for mistakes; protects confidentiality; accepts & implements change.

    Internal & External Customer Service

    Exhibits cooperative behavior; anticipates customer needs & initiates service in a timely manner; exceeds service expectations at all times.

    Communication

    Communicates verbal & written information in a clear, concise manner; invites contact and listens with respect; responds to voice and email in a timely manner.

    Teamwork

    Is consistently at work and on time; Arrives at meetings and appointments on time; interacts well with various personalities; shares resources; supports team decisions; contributes to team projects when asked.

    Results Oriented

    Possesses current industry & job knowledge; is organized & efficient; demonstrates effective time management & multi-tasking skills; makes decisions in a timely manner.

    Quality

    Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance.

    Safety - Observes all safety procedures and policies; Reports potentially unsafe conditions to supervisor; Uses equipment and materials properly.

    Qualifications

    Education:

    Associates Degree strongly preferred or equivalent combination of education and experience. 

    Qualifications:

    • 1-3 Years Call Center experience in a fast-paced Distribution or Retail environment is strongly preferred
    • Bi-lingual (Spanish) preferred
    • Experienced in MS Office Suite, Microsoft Office and Microsoft Windows Operating Windows
    • Excellent interpersonal, problem solving and communication skills
    • Able to work with a variety of personalities and maintain composure under stressful conditions
    • Able to work rotating shifts, if applicable
    • Other duties as assigned

     

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