Customer Service Rep

Job Posting: Customer Care Representative

Job Description

Wilcor Dist. Co. Inc. is pleased to announce an excellent opportunity for a dedicated and skilled Customer Service Rep. As we continue to evolve and grow after more than 30 years in business, providing outstanding service remains central to our company ethos. The available position is a full-time role based onsite at our headquarters, focusing on providing first-class customer support and maintaining high satisfaction levels among our clients. This role is not eligible for remote work, as it necessitates direct interaction with our customer base to effectively address and resolve issues.

The ideal candidate will enter an environment looking for professional challenges and opportunities for growth, including management development programs for qualifying employees. This position is an excellent fit for individuals who thrive in collaborative, fast-paced settings and are keen on developing both their customer service expertise and leadership skills.

Duties and Responsibilities

• Respond to customer inquiries with timely and accurate information via phone, email, and live chat.
• Resolve product or service issues by clarifying the customer's complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem, and expediting correction or adjustment.
• Maintain customer records by updating account information in the database following each customer interaction.
• Follow communication procedures, guidelines, and policies to maintain company standards.
• Work collaboratively with other departments to facilitate customer satisfaction.
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
• Process customer accounts and file documents as needed.
• Take the extra mile to engage customers, including following up to ensure their issues are resolved.
• Monitor customer satisfaction levels and develop methods for increasing them.
• Assist with placement of orders, refunds, or exchanges to ensure a positive customer experience.
• Act as a liaison between the customer and various departments.
• Maintain a thorough knowledge of company products, services, and policies to provide accurate information to customers.

Requirements

• Must be 18 years of age or older to apply.
• No experience necessary, we will train
• Strong phone contact handling skills and active listening capabilities.
• Ability to multi-task, prioritize, and manage time effectively.
• Excellent communication skills, both verbal and written.
• Ability to stay calm when customers are stressed or upset.
• Comfortable working with computers and the ability to work with multiple systems simultaneously.
• Must be able to work onsite at our main office.
• Familiarity with industry’s latest trends and technologies.
• Willingness to participate in provided training sessions to enhance skills and adapt to company changes.