Overhead Door Corporation
www.geniecompany.com
* Respond to customer's inquiries and/or complaints regarding the company's product or services. * Respond to calls on a daily basis, incoming and/or call-backs. * Determine best method (s) to resolve problems to ensure customer satisfaction and adhere to company policies * Inform customers of procedures and resolutions of problems. * Provide follow-up to ensure customer satisfaction. * Provide guidance and support to Lewisville CSR's. * Assist upper-management in delegating routine office work. * Essential Duties and Responsibilities: * Maintain an accurate account of incoming telephone calls. * Operate computer terminal (JDE, Right Fax and/or other applicable programs as designated by specific job responsibilities) to order parts, enter service history and provide shipping/receiving dates. * Process credit card, check and in-warranty orders. * Track packages/shipments through carrier. * Provide detailed explanation of company policy and procedures in respect to warranty. * Investigate and respond to customer order/billing inquiries and process credits if necessary. * Take, investigate and solve customer complaints. * Interface with dealers to solve customer problems. * Provide non-warranty sales and/or service referrals for product, authorized service dealers or distributors. * Mail/fax/email sales literature and service information to customers. * Provide follow-up with customer, retail store, distributors and/or dealer as necessary. * RightFax acknowledgement of credits and invoices. Mail rejections of RightFax.
Skills/Experience Requirements:
* Customer Service Experience * Exceptional telephone communication and problem solving skills. Basic computer skills, including data entry, Excel, Word, Power Point and Lotus Notes. Must be capable of handling advanced customer complaints in a satisfactory manner.
Education Requirements:
* High School Diploma or Equivalent.
* Respond to customer's inquiries and/or complaints regarding the company's product or services. * Respond to calls on a daily basis, incoming and/or call-backs. * Determine best method (s) to resolve problems to ensure customer satisfaction and adhere to company policies * Inform customers of procedures and resolutions of problems. * Provide follow-up to ensure customer satisfaction. * Provide guidance and support to Lewisville CSR's. * Assist upper-management in delegating routine office work. * Essential Duties and Responsibilities: * Maintain an accurate account of incoming telephone calls. * Operate computer terminal (JDE, Right Fax and/or other applicable programs as designated by specific job responsibilities) to order parts, enter service history and provide shipping/receiving dates. * Process credit card, check and in-warranty orders. * Track packages/shipments through carrier. * Provide detailed explanation of company policy and procedures in respect to warranty. * Investigate and respond to customer order/billing inquiries and process credits if necessary. * Take, investigate and solve customer complaints. * Interface with dealers to solve customer problems. * Provide non-warranty sales and/or service referrals for product, authorized service dealers or distributors. * Mail/fax/email sales literature and service information to customers. * Provide follow-up with customer, retail store, distributors and/or dealer as necessary. * RightFax acknowledgement of credits and invoices. Mail rejections of RightFax.
Skills/Experience Requirements:
* Customer Service Experience * Exceptional telephone communication and problem solving skills. Basic computer skills, including data entry, Excel, Word, Power Point and Lotus Notes. Must be capable of handling advanced customer complaints in a satisfactory manner.
Education Requirements:
* High School Diploma or Equivalent.