Customer Service Representative - Ontario, Canada - Tasco Appliances

Tasco Appliances
Tasco Appliances
Verified Company
Ontario, Canada

1 week ago

Sophia Lee

Posted by:

Sophia Lee

beBee Recruiter
Description

Reports To:
Director, Client Relations


Summary


The Customer Service Representative (CSR) provides professional and courteous service and resolves customer issues in a timely and efficient manner.

The Customer Service Representative is responsible for serving customers in via the telephone. The CSR is accountable for dealing with customer complaints, inquiries, and processing transactions. The CSR provides positive company experiences to all customers.


Job Duties

  • Provide superior customer service in the phone and for inoffice visits, maintaining a friendly and professional demeanor at all times.
  • Review and confirm all details related to the customer issue (eg. Invoice, customer, product, issue, manufacturer's warranty, nonwarranty).
  • Research and resolve customer problems, acting as the customer liaison between other departments when necessary
  • Resolve or escalate customer concerns related to parts needed, manufacturer's involvement, back orders due to parts, or delivery issues.
  • Booking Service calls under manufactures warranty and extended warranty, ensure all information is correct with full name and address
  • Review extended warranty submissions.
  • Input tracking data to capture quality control.
  • Assist customers in getting an RA (Return Authorization) from the manufacturer should the appliance be damaged, defected or serviced multiple times as per an authorized service centre.
  • Assist a customer in obtaining compensation i.e. damage allowance or gift certificates if they are willing to keep the product
  • Assist customers in getting any missing parts or manuals upon delivery either through specified parts distributor or manufacturer.
  • Complete paper work for customer exchanges or returning a product
  • Update customer notepad in the system to record all calls to customer service
  • Locate original orders including quotes and any packing slips should the customer claim they have received something in error
  • Locate original paperwork should a customer want to renew warranty.
  • Locate authorized service centers, should one not be listed for a particular area within Ontario.
  • Complete follow up calls.
  • Process necessary paperwork to rebate customer service charges
  • Complete other assigned tasks as required.

Requirements:


  • Secondary School Diploma required.
  • 2 years customer service experience in appliance industry an asset
  • Strong Team player
  • Strong customer service and troubleshooting skills
  • Ability to perform in an environment with frequent interruptions and short deadlines.
  • Positive, friendly demeanor.
  • Highly flexible, with solid interpersonal skills that allow one to work effectively in a diverse working environment
  • Ability to effectively use investigative questions techniques to resolve problems.
  • Attention to detail, and able to meet deadlines under time pressure.
  • Able to effectively communicate both verbally and in writing
  • Able to work well under pressure
  • Strong attention to detail
  • Able to deal with people sensitively, tactfully, diplomatically, and professionally at all times
  • Proven data entry and typing skills
  • Professional appearance and manners

Skills required to do the job:

  • Excellent interpersonal and organizational skills.
  • Excellent written and verbal communication skills.
  • Able to handle multitasking in a professional and organized environment.
  • Above average level of accuracy and detailoriented.
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