The primary responsibility of the Customer Support role is to assist Showroom and Network Consultants in the sales cycle, adding value to create customers for life. This includes: problem solving, tracking orders, communicating backorders, scheduling deliveries, and trouble-shooting issues. Most of the customer interactions will be by phone or email.
Key Responsibilities ... ADMINISTRATIVE
• Utilize Eclipse to manage backorders communicated by writer (calling queue).
• Manage backorders by contacting vendors for updates on ETAs and communicate to the writer and the customer. Provide solutions as needed.
• Enter Service Now tickets for maintenance issues, technical issues.
• Successfully complete all assigned training within given timeframe.
• Manage invoice preview queue and AP queue
• Schedule delivery and install
• Release products by “need by” dates
• Follow company & showroom level standard operating procedures.
CUSTOMER FOCUS
• Answer phones promptly (within three rings) using Reece phone etiquette.
• Own the call by trouble-shooting issues and following up with updates until resolved.
• Provide clear communication to customer as well as writer utilizing internal notes section in Eclipse.
• Work closely with vendors to make sure product shipment /delivery dates are adhered to and communicate changes appropriately to the customer.
• Achieve Net Promoter Score (to be implemented) and online reviews of >4.5.
• Routinely share feedback with Manager, tracking trends of customer issues and communicating potential process improvements.
SALES
• Provide post-sale service by scheduling service calls and following up on all those requests within 1 business day.
• Provide proactive post-sale service to ensure deliveries and installations went well.
• Perform other duties as assigned
Key COMPETENCIES AND SKILLS REQUIRED
COMMUNICATION
• Strong verbal communication skills with the ability to convey information concisely.
• Strong written skills to respond professionally and concisely via email.
• Maintain composure and demonstrate urgency to give the customer confidence that their issue(s) can be resolved timely.
• Listen to understand the core issue and demonstrate empathy.
• Upward communication on trends, vendor issues, etc.
INTERPERSONAL
• Collaborates with Sales Representatives, Showroom and Network Consultants
• Ability to show empathy and urgency via phone.
TIME MANAGEMENT
• Effectively managing one’s time and resources to ensure that work is completed efficiently.
• Ability to prioritize customers based on deadlines
• Self-structure to manage workload, creating tasks in Salesforce for follow-up items
PROBLEM SOLVING
• Strong understanding of products for both showrooms and plumbing
• Ability to use extensive product knowledge to troubleshoot customer inquiries
Qualifications
Minimum Qualifications
What education and experience are required?
• Associates degree or higher
• 1+ years in hospitality, retail or wholesale service
• Proficient in Microsoft Suite of products
Preferred Qualifications
• More than 1 year of experience in a customer service role
• Prefer experience in problem solving, customer facing roles
• Strong technical knowledge and ability to learn software such as Salesforce
Following is a list of physical and mental requirements identified as necessary to achieve the essential functions of this role:
• Attendance – Ability to maintain the scheduled days and hours, including onsite presence at the assigned location as specified.
• Physical Capacities – Lift up to 25 pounds on occasion, sitting and standing for extended periods.
• Operation of Office Equipment — Job requires operation of equipment common to office settings, including computers, copiers, and other office equipment, including Near Vision, Manual Dexterity, and working in proximity to equipment.
• Oral Communication Skills – Speaking, Speech Clarity, and Speech Recognition.
• Written Communication Skills – Writing, Reading and Written Comprehension, and Written Expression.
• Mental Capacities – Achievement/Effort, Active Listening, Adaptability/Flexibility, Analytical Thinking, Attention to Detail, Category Flexibility, Concern for Others, Cooperation and Coordination, Critical Thinking, Deductive Reasoning, Dependability, Independence, Inductive Reasoning, Information Ordering, Initiative, Innovation, Maintenance of Relationships, Integrity, Oral Comprehension and Expression, Problem Sensitivity, Selective Attention, Self-Control, Service Orientation, Social Orientation, Social Perceptiveness, Stress Tolerance, Support, and Time Management.
Our commitment to excellent customer service is just part of our story. We’re also dedicated to supporting our most valuable asset, our associates! One of the ways we do this is by offering a variety of high-quality benefits for our associates and their families.
All Full-time Associates Are Eligible For The Following Benefits
• Medical and Dental Insurance
• Flexible Spending Accounts and Health Savings Accounts
• Company-paid Life Insurance
• Short Term Disability
• 401(k) Plan
• Paid Time Off (PTO) - plus paid holidays
• Parental Leave
Voluntary Benefits
• Vision
• Long-term Disability
• Voluntary Life and AD&D Insurance
• Additional Voluntary Benefits through Corestream
We're an equal opportunity employer and we welcome diversity and inclusion! Reece USA is an Equal Opportunity Employer— Employer Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, and any other status protected by law
