Customer Service / Inside Sales Representative

Tasks and Responsibilities

• Point of contact for calls and walk-in customers; communicate with customers through various channels (phone, email)
• Manage high-volume of incoming calls; address customers inquiries or transfer calls to appropriate team members
• Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
• Maintain customer accounts by accurately recording account information
• Provide accurate, valid, and complete information by using the right methods/tools
• Assist with placement of orders, refunds, or exchanges, and cancellations
• Answer questions about warranties or terms of sale; advise on other company information
• Quickly learn and retain product knowledge to effectively respond to customer questions and concerns
• Take payment information and other pertinent information such as addresses and phone numbers
• Maintain a positive, empathetic, and professional attitude toward customers and co-works at all times
• Build sustainable relationships of trust through open and interactive communication
• Follow communication procedures, guidelines and policies
• Contribute to team effort by accomplishing related results as needed
• Go the extra mile to engage customers
• Other duties as assigned

Experience

• Experience in the pool industry is an asset
• Experience in a busy Customer Service environment is an asset

Key Skills / Minimum Competencies

• Personable with a Customer Service orientation and strong communication skills
• Excellent telephone skills and etiquette
• Organization; record and data management skills
• Time management; efficient multitasking in a busy office environment
• Attention to detail; checking data and information thoroughly
• Work well under pressure and adjust work according to shifting priorities; adaptable
• Critical thinking and reasoning skills; skillful problem-solver
• Patient and persistent with negotiation and conflict resolution skills
• Quick to learn tasks, programs, and product details to effectively work independently
• Read and follow manuals; find information quickly

Computer programs:

• SwimWerx website
• P21
• website
• Pool Measure Pro
• Excel (data entry skills)
• Outlook

Job Type: Full-time

Salary: From $18.00 per hour

Expected hours: No less than 40 per week

Benefits:

• Casual dress
• Company events
• Dental care
• Extended health care
• Life insurance
• On-site parking
• Vision care

Schedule:

• Day shift
• Monday to Friday

Work Location: In person