Reliable Parts
  • Highland, IN, USA
  • 16
  • Hourly
  • Full Time

About Reliable Parts: Reliable Parts is a leading distributor of appliance parts in the US and Canadian markets. We have over 60 branch locations and 8 distribution centers across US and Canada. The company's vision is to provide the fastest, easiest, and best service for its customers. The company is looking for top notch team members to join the organization.

About the Position: We are seeking a talented and must be Bilingual Call Center Representative to communicate with customers via telephone, Live Chat and email to order products, resolve conflicts with order discrepancies, shipping issues and general problem solving with a specific focus on customer retention and satisfaction.

Task and Duties:

  • Answer inbound customer service phone calls
  • Correspond with customers via email and Live Chat sessions
  • Achieve call center metric targets and customer satisfaction objectives
  • Proficient in Advanced CSR functions
  • Identify, research and resolve complex, routine and non-routine customer issues using creative problem-solving and quick decision making
  • Recognize and act on opportunities for additional sales
  • Troubleshoot and resolve order discrepancies
  • Collaborate with warehouse personnel to resolve shipping conflicts
  • Partner with the outside sales team on customer satisfaction issues
  • Promote culture focused on world-class customer service, building customer trust, and taking ownership of all customer issues
  • Facilitate new hire training and new hire integration
  • Recognize and document trends in customer queries and relate them to supervisors
  • Establish and maintain customer relationships by handling problems with concern, speed and professionalism
  • Direct customers to appropriate resources
  • Recommend process improvements
  • Prioritize the daily tasks and demands with flexibility
  • Be a team player and support the needs of an organization
  • Engage in continuous self-training to expand product knowledge
  • Other duties as assigned by management

Education and Experience:

  • Fluent in English and Spanish: conversational, reading, writing
  • Multi-tasking proficiency
  • Minimum high school diploma or GED
  • Positive, customer oriented, service attitude
  • Two years prior call center or customer service experience
  • Excellent written and verbal communication skills
  • Ability to type 40+ words per minute
  • Basic computer literacy
  • Ability to work under pressure and multitask
  • Experience with appliance parts or major home appliances preferred

Benefits:

  • 401(k)
  • Health insurance

Schedule:

  • Monday to Friday

Rate:

  • $16/hour
Reliable Parts
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