Snow Joe
  • Customer Service
  • Carlstadt, NJ, USA
  • Full Time

Are you ready to GO WITH JOE? Snow Joe has an immediate opening for a Client Service / Technical Service Representativeat our corporate headquarters in Carlstadt, NJ.We are looking for an eager, passionate, knowledgeable, and helpful team player who is ready to take on new and exciting challenges. The Client Service / Technical Service Representativewill be responsible for assisting all customer inquiries regarding the status of repairs, internet purchases, and site navigation.

Job Responsibilities

  • Interact with customers by answering phone calls promptly, responding to emails within 24 hours and meeting with customers in person as needed.
  • Resolve complaints and customer problems in an efficient and friendly manner with the primary goal of satisfying their needs and continuing to earn their business.
  • Perform basic billing duties, including completing customer transactions over the phone, issuing refunds as needed, researching past billing discrepancies and taking care of product exchanges.
  • Provide customers with status reports on shipments, and help to package and ship products as needed.
  • Update customer databases, including contact details, past complaints and resolutions, billing information, and auto-shipment enrollment.
  • Meet weekly, monthly and annual goals for call volume, customer satisfaction, sales and rapid response times.
  • Analyze and set personal and departmental performance goals designed to improve customer satisfaction. Assist management in coming up with attractive incentives and rewards for superior performance.
  • Participate in weekly interdepartmental meetings and prepare to report on any customer issues that came up during the week and how they were resolved.

Job Skills & Qualifications

Desired Skills and Competencies:

  • ERP systems experience- Microsoft Dynamics strongly preferred but not required
  • Proficient in Microsoft Office (excellent Excel skills required)
  • Excellent written and oral communication skills
  • Strong organizational skills and attention to detail
  • Ability to work independently and prioritize responsibilities
  • Ability to meet deadlines
  • *Excellent phone communication skills

Education and Experience:*

  • Bachelor's degree preferred/Associates degree + relevant work experience
  • 1+ years applicable customer service experience
  • Sales experience a plus
  • 2 years Inbound Call Center
  • 2 years CRM or Zendesk
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