Customer Service Representative

RealTruck, Inc. is a manufacturer and digital destination for truck, Jeep®, Bronco®, and off-road vehicle accessories, headquartered in Ann Arbor, Michigan. The Customer Service Representative provides front-line product support through phone, email, chat, and social media, assisting with product inquiries, technical and installation issues, warranties, and customer transactions. The role also maintains product knowledge, documents customer interactions, collaborates with cross-functional teams, and works toward customer service goals.

Responsibilities:

• Provide front-line support to the customer in a friendly, approachable, and professional manner
• Respond to customer product inquiries and issues via all touchpoint channels (phone, email, chat, social media)
• Provide accurate and timely assistance to help customers resolve product-related problems or inquiries
• Handle and support high volume of inbound touchpoints from customers, related to product, from all channels
• Address and respond to all product related inquiry to include basic installation and technical, product condition or product out of the box issues or complaints, missing or wrong hardware, all product warranty, and general product information lookup
• Maintain an understanding of product category offerings, product functionality, and the manufacturing process for each product
• Stay current with product updates, product trends, and product changes to provide knowledgeable and accurate information to customers
• Educate both internal and external customers about all product features. Provide knowledgeable support and assist customers with product issues and concerns with ability to communicate steps for resolution to achieve the highest customer satisfaction
• Responsible for data entry for all warranty no-charge orders resulting from customer product inquiries, claims, and product troubleshooting
• Maintain and keep record of customer interactions, transactions, comments, and complaints
• Complete customer transactions, documentation, and/or warranty data entry in a timely manner
• Work with cross functional teams to provide product trends for warranty or reason for inbound touchpoints
• Maintain a positive, empathetic, and professional demeanor at every customer touchpoint
• Provide exceptional customer service by meeting and exceeding customer expectations with our internal and external customer base
• Achieve established goals or targets set forth the product category team as communicated via leadership
• Continuously improve job specific skills, system comprehension, and technical acumen in vehicle/product knowledge through training
• Perform additional duties, as assigned

Requirements:

• High school diploma is required
• Minimum 1+ years of customer service, hospitality, technical support, or related work experience is required
• Ability to effectively use Microsoft Office Suite, including Outlook, Word, and Excel
• Excellent written and oral communication skills
• Ability to maintain/exceed overall performance with high levels of accuracy
• Ability to demonstrate flexibility and innovation to resolve problematic issues in a professional manner
• Advanced organization, prioritization, and attention to detail skills
• Able to resolve conflict with ease and compassion
• Ability to work independently or with others in a fast-paced environment with constant interruptions
• Excellent attendance and dependability
• Ability to respond to common inquiries or complaints
• Demonstrate proficiency with multilateral computer systems and technology
• Flexible schedule with the availability to work weekends and holidays
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form
• Promotes a team atmosphere through a positive attitude and working well with others
• 2-5 years of experience preferred
• Experience in CRM is preferred