CUSTOMER SERVICE REPRESENTATIVE

Position Summary
This position is responsible for all parts department activities such as entering customer orders, generating RMA, verifying returned parts/products, answering customer phone calls. This position would require support to direct customers, Intellihot Authorized Representatives, Contractors and Intellihot sales team. Ability to lift to 30 lbs. is required. This position requires excellent customer service skills.

Role & Responsibilities

• Answer all calls from the main customer line related to sales inquiries, and customer related issues. Transfer calls as needed
• Receive Sales Orders from Intellihot Customers and issue order acknowledgements including current lead times.
• Forward incoming sales orders to necessary departments for processing
• Follow up on all outstanding orders as needed, provide tracking information as requested, etc
• Make outbound follow-up calls to existing customers via telephone and e-mail
• Handle inbound, unsolicited prospect calls and assign to appropriate agency or sales manager
• Assist customers with unit, model and parts questions as well as provide pricing information and prepare sales order forms and/or reports
• Investigate and troubleshoot customer service issues – documenting solutions and outcomes
• Respond to incoming customer inquiries via chat as needed.
• Appropriately communicate brand identity and corporate position
• Carry out all product support activities such as answer phone calls, respond to emails, enter orders, generate RMA, and work cross functionally with other departments regarding orders, approvals and shipments.
• Process request for RMAs and coordinate returns.
• Process parts orders PO. Check accuracy of PO before processing the order. Contact the requestor to resolve and issues with PO. Send confirmation of parts orders and tracking number once it’s available.
• Inform our customers of their expected delivery date. Follow up on orders. Handle complaints about unfulfilled orders, wrong shipments, etc. www.intellihot.com
• Work with tech support to assist warranty customers as needed.
• Perform other duties as assigned.

Job Requirements

• Education Requirement: HS Diploma or equivalent experience.
• Job Experience Requirements: 0-2 years of experience in a customer service role preferred but not required.
• Some proficiency with Microsoft Office (Excel, Word, PowerPoint).
• Exceptional organizational and analytical skills.
• Exceptional written and verbal communication skills required.
• Ability to work independently with a high level of integrity, responsibility, and ethics.
• Organized, task oriented, natural problem solver, self-starter.

Salary Range: $15-17/hr

Benefits: Medical, dental, vision insurance, 401K with company match, life insurance, short term disability, long term disability, paid time off, paid holidays, and bonus potential