Position responsibilities
primary responsibilities are to resolve customer issues related to the online store over the telephone, email, and chat on weekdays and weekends, provide training and coaching to other team members in supporting customers, and assist in data entry to customer service databases; this is a full-time position for our high-season call volume.
Responsibilities include:
assist customer inquiries related to online store orders and technical specifications, including troubleshooting on irrigation products, through inbound calls and chat support.
Coordinate efforts related to online store chat support
act as a liaison between internal departments to resolve customer inquiries.
Maintain an excellent relationship with customers by assuring a professional, courteous communication in a prompt fashion.
Enter data into the system regarding customer orders, returns and credits adhering to customers’ requests following company’s policies and procedures.
Report to the proper channel any findings related to system issues and customer complaints.
Focus on continuous improvement and implement projects related to, efficiency, customer satisfaction, cost reduction or any other focus that will have a positive impact on customers and the company.
Deliver training to teammates.
Support other projects within the customer service group.
Minimum qualifications:
available to work on weekends.
Excellent communication skills both written and verbal in english to communicate with external and internal customers, or other groups within the company
previous experience with e-commerce, edi, crm and erp platforms.
Telephone customer service experience
ability to work in extended periods on the telephone helping customers, including customer follow up.
Proactive problem – solving approach.
Excellent judgment in ambiguous situations and creative problem solving; capable of handling various projects or tasks at the same time (multitasker)
experience with ms office tools
require a high school or technical degree.
Desired qualifications:
bs or ba degree in a technical or a related field
ability in working with high end technical troubleshooting support groups.
Advanced computer skills
previous experience in irrigation systems
leadership and project management skills
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