Note: The job is a remote job and is open to candidates in USA. RealTruck, Inc. is a manufacturer and digital destination for accessories for truck, Jeep®, Bronco® and off-road enthusiasts. The Customer Service Representative provides front-line product service and support through phone, email, chat, and social media, addressing product, warranty, technical, and installation inquiries. The role also maintains customer records, enters warranty orders, collaborates with cross-functional teams, and works to exceed customer satisfaction goals.
Responsibilities
- Provide front-line support to the customer in a friendly, approachable, and professional manner
- Respond to customer product inquiries and issues via all touchpoint channels (phone, email, chat, social media)
- Provide accurate and timely assistance to help customers resolve product-related problems or inquiries
- Handle and support high volume of inbound touchpoints from customers, related to product, from all channels
- Address and respond to all product related inquiry to include basic installation and technical, product condition or product out of the box issues or complaints, missing or wrong hardware, all product warranty, and general product information lookup
- Maintain an understanding of product category offerings, product functionality, and the manufacturing process for each product
- Stay current with product updates, product trends, and product changes to provide knowledgeable and accurate information to customers
- Educate both internal and external customers about all product features. Provide knowledgeable support and assist customers with product issues and concerns with ability to communicate steps for resolution to achieve the highest customer satisfaction
- Responsible for data entry for all warranty no-charge orders resulting from customer product inquiries, claims, and product troubleshooting
- Maintain and keep record of customer interactions, transactions, comments, and complaints
- Complete customer transactions, documentation, and/or warranty data entry in a timely manner
- Work with cross functional teams to provide product trends for warranty or reason for inbound touchpoints
- Maintain a positive, empathetic, and professional demeanor at every customer touchpoint
- Provide exceptional customer service by meeting and exceeding customer expectations with our internal and external customer base
- Achieve established goals or targets set forth the product category team as communicated via leadership
- Continuously improve job specific skills, system comprehension, and technical acumen in vehicle/product knowledge through training
- Perform additional duties, as assigned
Skills
- High school diploma is required
- Minimum 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
- 2-5 years of experience preferred
- Experience in CRM is preferred
Benefits
- Comprehensive medical, dental, and vision health insurance eligibility within 30 days of your date of hire.
- Company-paid life insurance.
- Company-paid short- and long-term disability.
- A matched 401(k) savings program to plan and save for your retirement.
- Educational assistance to continue in college or pursue additional skills and further your career.
- Big discounts on RealTruck products for you, your family, and friends.
- Wellbeing days.
- Parental leave.
- Educational reimbursement.
- Referral bonuses.
- Exclusive employee discounts on RealTruck products.
- Remote work arrangement.
Company Overview