Job Description

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.