OneWater Inc
Customer Care Specialist
POSITION SUMMARY
As a Customer Care Specialist, you will receive incoming phone calls and internet leads for all 3 Texas Marine locations; and transfer to correct sales person, then add customer in CRM. Your primary focus will be to follow up with every customer ensuring the highest quality of service from the sales teams.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Duties (Most Important to Least Important)
Percent of the Time
Receive incoming calls, try to set appointment, log in CRM and transfer to correct sales person
15
Receive incoming internet leads, update, assign and send to correct sales person.
10
Contact customers and verify the quality of the interaction with sales person
15
Reach out to previously sold customers, letting them know we are here for them
10
Call customers with upcoming CSI surveys, verify all is good, share with manager
10
Reach out to previous service customers, see if need service, set appointment
10
Reach out to previously sold customers to see if need first service
10
Reach out to every customer that walked into any location, see if went well
10
Reach out to Sell Us Your Boat customers 14 days after 1st contact, verify all is well
10
SKILLS
Strong communication skills
Ability to multi task with incoming calls, logging in CRM, and emails
Proficient in Microsoft Office products.
Maintain positive attitude and energy
QUALIFICATIONS / REQUIREMENTS
Experience with high quality person to person communication
Strong verbal communication skills
Data entry with low margin of errors
PHYSICAL DEMANDS
Use the table / checklist below to indicate what is required of this position. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Using the rating scale below, indicate how often the following physical activities and environmental conditions are required/present in performing the Essential Job Responsibilities.
C=Constantly
F=Frequently
O=Occasionally
R=Rarely
(5-8 hrs. /shift)
(2-5 hrs. /sift)
(Up to 2 hrs. /shift)
(Not regular part of job)
Physical Activities
Remaining in a stationary position, often standing or sitting for prolonged periods
C
Repeating motions that may include the wrists, hands and/or fingers
C
Moving about to accomplish tasks or moving from one worksite to another
R
Operating motor vehicle
R
Communicating with others to exchange information
C
Assessing the accuracy, neatness and thoroughness of the work assigned
C
Hearing
C
Talking
C
Seeing
C
Eye/Hand/Foot Coordination
C
WORK ENVIRONMENT
Use the table / checklist below to indicate the environmental conditions and physical demands of the position. The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
How would you best describe the environmental demands for this position? (Check only one)
Environmental Conditions
No adverse environmental conditions expected
X
Poor ventilation
Hazardous conditions
Small and/or enclosed spaces
Noisy environments
How would you best describe the physical demands for this position? (Check only one)
Physical Demands
Sedentary work that primarily involves sitting/standing
☒
Light work that includes moving objects up to 20 pounds
☐
Medium work that includes moving objects up to 50 pounds
☐
Heavy work that includes moving objects up to 100 pounds or more
☐
This position operates exclusively in an indoor office environment with controlled temperatures. (Y/N) Y
DO NOT MAKE ANY EDITS TO THE BELOW PORTION OF THE JOB DESCRIPTION:
OneWater Marine is an Equal Opportunity Employer and complies with ADA regulations as applicable.
Note
This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbents will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an "at will" relationship.
POSITION SUMMARY
As a Customer Care Specialist, you will receive incoming phone calls and internet leads for all 3 Texas Marine locations; and transfer to correct sales person, then add customer in CRM. Your primary focus will be to follow up with every customer ensuring the highest quality of service from the sales teams.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Duties (Most Important to Least Important)
Percent of the Time
Receive incoming calls, try to set appointment, log in CRM and transfer to correct sales person
15
Receive incoming internet leads, update, assign and send to correct sales person.
10
Contact customers and verify the quality of the interaction with sales person
15
Reach out to previously sold customers, letting them know we are here for them
10
Call customers with upcoming CSI surveys, verify all is good, share with manager
10
Reach out to previous service customers, see if need service, set appointment
10
Reach out to previously sold customers to see if need first service
10
Reach out to every customer that walked into any location, see if went well
10
Reach out to Sell Us Your Boat customers 14 days after 1st contact, verify all is well
10
SKILLS
Strong communication skills
Ability to multi task with incoming calls, logging in CRM, and emails
Proficient in Microsoft Office products.
Maintain positive attitude and energy
QUALIFICATIONS / REQUIREMENTS
Experience with high quality person to person communication
Strong verbal communication skills
Data entry with low margin of errors
PHYSICAL DEMANDS
Use the table / checklist below to indicate what is required of this position. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Using the rating scale below, indicate how often the following physical activities and environmental conditions are required/present in performing the Essential Job Responsibilities.
C=Constantly
F=Frequently
O=Occasionally
R=Rarely
(5-8 hrs. /shift)
(2-5 hrs. /sift)
(Up to 2 hrs. /shift)
(Not regular part of job)
Physical Activities
Remaining in a stationary position, often standing or sitting for prolonged periods
C
Repeating motions that may include the wrists, hands and/or fingers
C
Moving about to accomplish tasks or moving from one worksite to another
R
Operating motor vehicle
R
Communicating with others to exchange information
C
Assessing the accuracy, neatness and thoroughness of the work assigned
C
Hearing
C
Talking
C
Seeing
C
Eye/Hand/Foot Coordination
C
WORK ENVIRONMENT
Use the table / checklist below to indicate the environmental conditions and physical demands of the position. The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
How would you best describe the environmental demands for this position? (Check only one)
Environmental Conditions
No adverse environmental conditions expected
X
Poor ventilation
Hazardous conditions
Small and/or enclosed spaces
Noisy environments
How would you best describe the physical demands for this position? (Check only one)
Physical Demands
Sedentary work that primarily involves sitting/standing
☒
Light work that includes moving objects up to 20 pounds
☐
Medium work that includes moving objects up to 50 pounds
☐
Heavy work that includes moving objects up to 100 pounds or more
☐
This position operates exclusively in an indoor office environment with controlled temperatures. (Y/N) Y
DO NOT MAKE ANY EDITS TO THE BELOW PORTION OF THE JOB DESCRIPTION:
OneWater Marine is an Equal Opportunity Employer and complies with ADA regulations as applicable.
Note
This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbents will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an "at will" relationship.