Job Description

The Customer Service Representative II (CSR) will ensure delivery of excellent customer service through fast and accurate processing of orders, communication, and coordinating with other departments to resolve inquiries. Provides advanced-level customer support by resolving customer inquiries and applies in-depth product and policy knowledge. Builds and maintains business relationships with customers by providing prompt and accurate service to ensure customer satisfaction and to promote loyalty. This position requires full-time, on-site attendance at the designated work location.

Job Category: Hourly/Non-Exempt Department: Parts/Customer Service Reports To: Customer Service Manager

Hours: 8:00am – 5:00pm, additional hours as needed.

Responsibilities

• Provides exceptional customer service.
• Opens customer accounts by recording account information.
• Maintains customer records by updating account information.
• Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
• Assist the Warranty/Returns team with orders and requests.
• Communicates with customers by telephone, email or live chat.
• Answer inbound calls, providing accurate and timely information. Forward calls as needed.
• Escalate complex issues as they arrive to the escalated helpdesk queues.
• Maintain status in assigned customer service queues.
• Maintain up-to-date knowledge of products, policies and procedures.
• Document trends and feedback for continuous improvement.
• Assist with orders for custom products or parts
• Reviews open order report daily.
• Works with purchasing to contact vendors as needed.
• Utilizes tools, manuals and catalog to improve technical & product knowledge.
• Other duties as assigned.

Qualifications

• High School diploma or GED.
• 3-5+ years’ customer service experience required.
• 2+ years tech support / troubleshooting preferred.
• Inside Sales experience a plus.
• Ability to multi-task, prioritize, and manage time effectively
• Heavy Call Center environment experience (parts/products industry, non-service industry).
• Sales order system and order entry experience required.
• Experience with various office equipment, Database & Query Software, and SAP System.

We offer a 100% employer-paid medical plan for eligible employees. In addition, the Company provides employer-paid Short-Term Disability (STD) coverage.

Employees and their eligible family members may also elect from a variety of voluntary, employee-paid benefit options, including additional medical plan choices, dental, vision, flexible spending accounts (FSAs), Long-Term Disability (LTD), life insurance, and a 401(k) plan with a Company matching contribution.

EEO Statement

Equal Opportunity Employer

Sonny’s is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive considerations for employment without regard to race, color, religion, sex, age, disability, marital status, familial status, sexual orientation, pregnancy, genetic information, gender identity, gender expression, national origin, ancestry, citizenship status, veteran status, and any other legally protected status under federal, state, or local anti-discrimination laws.