Customer Service Professional

Pay: $50,000.00 - $55,000.00 per year

Job description:

full experience, not just the core products, and delivers experiences that make them feel seen, heard, and valued at every Job Description – Boca Bearings Company

Title: Customer Service Representative (CSR)

Reports to: Head of Sales

Location: Boca Bearings Office, Boynton Beach, FL (remote will not be considered)

Location: Boca Bearings Office, Boynton Beach, FL (remote work will not be considered)

About Boca Bearings:

Boca Bearings has been an industry leader in bearing replacement for nearly 40 years. We are well-known in retail markets for fishing, motorcycles, bicycles, and remote-controlled vehicles. A personal interest in outdoor recreation, mechanics, or hands-on hobbies is a strong plus and helps our team better connect with our customers.

The Role:

As a Customer Service Representative (CSR), you will handle daily sales and support inquiries through phone, chat, email, and our in-office customer desk. These retail customers are critical to our business, as many relationships grow into larger, long-term accounts. A strong commitment to customer satisfaction is essential for success in this role.

What Success Looks Like:

Every customer interaction matters. CSRs are expected to maintain a high level of professionalism and service at all times, as each interaction directly impacts the customer experience and the company’s success. An excellent CSR plays a meaningful role in building trust, loyalty, and long-term value for Boca Bearings.

Job Purpose:

The purpose of the CSR role is to resolve product and service inquiries in person, by phone, and via email by clearly understanding the customer’s needs, identifying the root cause, and explaining the best solution. This role requires coordinating timely corrections or adjustments when necessary and following up to ensure complete resolution. CSR also supports customer retention by answering product and service questions, recommending additional products when appropriate, and accurately recording and updating customer account information in the company’s systems.

Job Detail:

MANAGE INCOMING REQUESTS: The CSR’s main priority is efficiently dealing with a high volume of incoming calls, emails, and chat support requests. They are responsible for quickly assessing each customer’s needs and properly prioritizing the request. The CSR follows communication procedures promptly & professionally to ensure customer satisfaction.

MAINTAIN CUSTOMER DATA: The job of a CSR also involves administrative responsibilities such as processing new client accounts, accurately maintaining existing customer account cards, and other paperwork in our company's ERP system, Business Central.

PROVIDE ACCURATE INFO: A CSR evaluates the customer's requirements to identify the correct bearing product. Provides customers with information about orders and the company’s products and services. They convey confidence to customers by answering questions quickly and addressing concerns. CSR must constantly stay ahead of changing policies and procedures.

BUILD RELATIONSHIPS: CSRs differentiate themselves by the customer experience that they deliver, not the products they sell. They understand that continuous learning about their customers will deepen relationships and significantly improve customer service. CSR is the first point of contact and will dramatically affect a customer's lifetime value. It is key that the CSR understands the full experience, not just the core products, and delivers experiences that make them feel seen, heard, and valued at every touchpoint.

MANAGE CUSTOMER SUPPORT DESK: The CSR is the first point of contact for customers who come to our office to address a bearing problem or purchase new bearings. The POC's responsibilities include working with the customer, managing the sales process, processing the order in our ordering system, picking parts from our warehouse, and managing the payment system.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• On-the-job training
• Paid time off
• Vision insurance

Application Question(s):

• Pass Background Check

Experience:

• Professional Office Customer Service: 5 years (Required)

Work Location: In person

Pay: $50,000.00 - $55,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• On-the-job training
• Paid time off
• Vision insurance

Education:

• Associate (Required)

Experience:

• Professional Office: 5 years (Required)

Work Location: In person