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Customer Relations Representative at Signature Hardware

Posted in General Business 30+ days ago.

This job brought to you by eQuest

Type: Full-Time
Location: Erlanger, Kentucky





Job Description:

Job Description:

Customer Relations Representative

Status: Non-exempt: Full-time

Pay Rate: $19.25/hr.

Location: Erlanger, KY

Ferguson Job Code:

Founded in 1999, Signature Hardware is an award-winning $150 million eCommerce company with products for the kitchen, bath, and home. We pride ourselves on taking the pain out of home improvement with an easy-to-shop site, fair pricing, and expert customer service. 

Position Summary:

The Customer Relations Representative is responsible for assisting customers with pre/post-sale questions, basic installations, and problem resolutions. Typical activities are the receiving of calls, emails and web chats from Customers who may be inquiring about product related questions and issues.  The Representative will be directly responsible for guiding and assisting all customers.  The Representative should focus on following guidelines, using their time effectively and following-up with Customers in a timely manner.

This Customer Relations Representative position will self-manage and interact with various associates from other departments.  The Customer Relations Representative reports to the Customer Relations Supervisors and will work closely with the Warehouse, Sourcing, Purchasing and Marketing groups as well as senior management.

Essential Functions:


  • One Touch Resolutions: Ensure all customers are assisted in the fewest number of interactions with the overall goal being one-touch.

  • Satisfaction Survey: Working with managers to meet the satisfaction survey goal at or above group average.

  • Phone Calls: Answering customer calls and assisting with any scenario presented.

  • Emails: Answering customer emails within 24hrs and assisting with any scenario presented.

  • Warranty Orders: Warranty issues should be resolved by supplying the customer with the fewest items necessary to resolve the issue. 

  • Return Merchandise Authorization: RMAs should be created for orders between 1-90 days old when a customer needs to return an item for various reasons.

  • Capture inbound sales when appropriate

  • Anything else deemed necessary by supervising staff.

Additional Duties:


  • Demonstrate excellent customer service skills in resolving customer complaints and questions.

  • Practice and ensure compliance with company policies and procedures.

  • Execute all other requirements, policies, and procedures set by Management.

  • Thoroughly understand the Customer Relations manual.

  • Social Media: As assigned, monitor and replies to social media comments based on CRR manual guidelines.

  • Web Chats: Engaging with web customers within 10 seconds of the request and assisting with any scenario presented.

  • Fraud Order Review: Review orders flagged for fraud using social media and other investigative skills to determine legitimacy of order. 

Requirements:


  • Minimum of 3 years experience in a customer facing position.

  • Ability to type accurately at 30 WPM.

  • Strong verbal communication skills. 

  • Ability to deescalate heightened situations. 

  • Comfortable asking for a sale.

Yearly training requirements:

Safety

Ethics

Harassment

Additional training as required

Company provided requisites:

N/A

Physical demands and work environment: The physical demands and work environment characteristics 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.

Physical demands: While performing the duties of this job, the employee is required to walk, sit, use hands to finger, handle or feel objects, reach with hands and arms, talk and hear. Employee may occasionally lift and/or move up to 25 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

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The Company is an equal opportunity employer as well as a government contractor that shall abide by the requirements of 41 CFR 60-300.5(a), which prohibits discrimination against qualified protected Veterans and the requirements of 41 CFR 60-741.5(A), which prohibits discrimination against qualified individuals on the basis of disability.