Customer Service Representative

RealTruck, Inc. is a premier manufacturer and digital destination for truck and off-road enthusiasts. The Customer Service Representative will be the front-line contact for customers, managing incoming calls, e-mails, and chats while providing exceptional service and support to achieve customer satisfaction.

Responsibilities:

• Provide exceptional customer service by meeting and exceeding customer expectations with our internal and external customer base
• Act as a liaison, provide product information and resolve any emerging problems that our customers might face with accuracy and efficiency. Acknowledge and solve customer complaints
• Answer general inquiries on pricing, orders, minor install issues, missing hardware, warranty, and general product information lookup
• Provide exceptional service and support to both internal and external customers via all channels. Must be knowledgeable of, and communicate effectively, all features and benefits of products to customers
• Handle high volume of inbound customer touchpoints via multiple channels (phone, email, web, chat or social)
• Maintain a positive, empathetic, and professional demeanor at every customer touchpoint
• Achieve established goals or deadlines set for the department via leadership
• Ensure accuracy of customer records and update as needed
• Keep records of customer interactions, transactions, comments, and complaints
• Complete customer transactions, documentation, and/or data entry in a timely manner
• Display high levels of accountability by following instructions or guidance provided by leadership; ability to apply feedback to improve performance. Takes responsibility for own actions
• 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 or GED is required
• 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
• Technical Certification or Associates Degree preferred
• 2-5 years of experience preferred