Rinnai America Corporation is the leader in tankless water heating, a technology that is growing rapidly as businesses and homes "yank the tank" and convert to an efficient, endless supply of hot water and the only tankless water heating manufacturer in the US. We have a commitment to our employees and a strong, accountable culture with a practice of giving back to our communities.
Rinnai America Corporation (RAC) is looking for RAC-STARS! Check out why Rinnai is the hottest place to work https://www.rinnai.us/about/why-rinnai.
What does a Customer Support Representative I do at Rinnai?
Delight customers by answering and resolving customer questions via phone and/or digital channels. Provide prompt product support to consumers and answer general inquiries about registration, warranty, or product issues. Process orders and/or log problem incidents using desktop tools.
What you will do:
FOCUS ON CONSUMER CUSTOMER ISSUES
Apply Rinnai's "world class" customer service philosophy to our indirect customer base mainly composed of consumers who inquire about our products.
Identify and handle the indirect consumer / customer inquiries via telephone, email or any other form of communication, completely, timely and accurately.
Support Consumer-resolvable technical issues on Rinnai products; refer customers to Service providers within the PRO network when professional help is needed. Provide support on TANKLESS WATER HEATERS and consumer-applications and settings.
Provide proper documentation of consumer / customer inquiries within Rinnai's established tracking system to manage customer needs, issues and resolution.
Uses available technologies and/or product literature and follows established processes to ensure accuracy and operational effectiveness in the handling of customer inquiries.
Assist customers in determining parts needed. Accurately enter and process all parts orders within the parts order entry system.
Effectively interact closely with Purchasing in identifying the need and timely ordering of parts to replenish inventory.
Respond to distributor/customer requests for up-to-date parts lists, and pricing.
Process paperwork timely for parts order credits issued due to shipping damage, incorrect shipments, etc.
Maintain detailed and current knowledge of the Company's products and parts.
Respond to questions regarding shipping status of orders and returns
Quote repairs and get approval for repair/shipment
Monitor order status and expedite delivery as required
Provide feedback on updates needed to internal/external Knowledge Base as needed
Perform other duties as assigned
Overtime as required
Awareness and compliance of Company Policies and Procedures
Requirements:
Knowledge
High school diploma or equivalent required.
3 + years' experience demonstrated strong customer service skills
Proven experience and knowledge effectively servicing customer base in multi-channeled working environment.
Customer Resolution Techniques to successfully complete customer situations.
Skills
Intermediate computer skills with MS Office experience to be proficient.
Excellent verbal and written communication skills to deliver and interpret information exchange most concisely.
Efficient time management skills, with the ability to listen and follow through with appropriate action
Comfortable with sales techniques to present value-added services to customers
Abilities
Must be able to work a rotating shift between the hours of 8 AM and 8 PM eastern including weekends and holidays.
Ability to work co-operatively and effectively in a team
Build and maintain effective relationships with all levels of staff and customers.
Strong customer service orientation
Adaptability and flexibility
Ability to plan and operate with a minimum of supervision
Approachable, able to establish rapport
Extensive or high volume of paperwork/digital data
Detail-oriented and accurate
Physical Requirements:
Physical Activities
Remaining in a stationary position, often standing, or sitting for prolonged periods
Repeating motions that may include the wrists, hands and/or fingers.
Communicating with others to exchange information.
Environment Conditions
No adverse environmental conditions expected.
Physical Demands
Light work that includes moving objects up to 20 pounds
Benefits
Medical, Dental, Vision, and Prescription
Flexible Spending Account (FSA) options for Medical and Dependent Care
Paid Time Off (PTO), Floating Holidays (FH)
Paid Holidays
401(k) Plan with Company Match
Company Paid Life Insurance
Voluntary Life Insurance
Short- and Long-Term Disability
Professional Development
Tuition Reimbursement
Annual Incentive Plan (AIP)
Referral Bonuses
Paid Volunteer Community Service Day
Tobacco and Drug-Free Campuses
Employee, family, and friend's discount
Rinnai America Corporation is an equal opportunity employer that is committed to inclusion and diversity. We take affirmative action to ensure equal opportunity for all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other legally protected characteristics.