Customer Service Specialist I

Generac Power Systems•South Burlington, VT

About The Position

We are DR Power, a Generac Company, professional power equipment done right. Established in 1985, we are a leader in the design and manufacture of professional-grade gas and battery-powered outdoor power equipment. We are dedicated to the enduring quality and uncompromising performance of everything we build. We stand behind every DR® product and are here to help every customer regardless of when or where they made their initial purchase. Primary Purpose The Customer Support Specialist is an inbound contact center representative responsible for both sales and customer service. Assists customers via phone, chat, and email with all aspects of post-sale service including shipping and returns & exchanges.

Requirements

High School Diploma/GED or equivalent
1-3 months of customer service or sales experience and/or training
Basic computer skills and the ability to learn new software

Nice To Haves

Excellent verbal communication skills – ability to communicate clearly, professionally, and in a friendly and welcoming manner.
Meticulous data entry skills
Customer Service skills
De-escalation skills
General outdoor power equipment knowledge
Time management skills
Ability to safeguard confidential customer information

Responsibilities

Answer incoming customer calls.
Actively listen and ask questions to understand customer needs, respond to questions, and process requests related to post-sale service.
Helps establish shipment arrival dates.
Tracks packages using online support tools.
Assists with product returns/exchanges.
Helps customers to determine alternative solution for returns (exchange/upgrade/repair).
Maintains accurate customer file – reason for return and explanation for actions taken.
Adhere to objectives established for call quality.
Adhere to the standards set for attendance and schedule adherence.
Conform to all call handling standards including but not limited to average call length, customer hold time, idle and wrap-up time.
Bring important information to a supervisor or leads attention.
Stay up to date on products, product information, and training opportunities.
Other Duties as assigned.