The Role
As a Customer Service Representative, you will assist customers, resolve inquiries, manage orders, and maintain high service standards. Responsibilities include communication, case management, and teamwork.
Summary Generated by Built In
The Coats Company is a dynamic and customer focused organization dedicated to delivering exceptional service. We are currently seeking a motivated and enthusiastic individual to join our team as a Customer Service Representative. This is a full-time position working a hybrid schedule onsite at our headquarters in LaVergne, TN. Candidates must reside local to LaVergne, TN.
As a Customer Service Representative, you will be the first point of contact for our valued customers. Your primary responsibility will be to provide outstanding assistance, address inquiries in a timely manner, and resolve issues to ensure a positive customer experience. This role involves effective communication skills, problem solving skills and a commitment to maintaining high customer satisfaction.
Key Responsibilities:
Qualifications:
As a Customer Service Representative, you will be the first point of contact for our valued customers. Your primary responsibility will be to provide outstanding assistance, address inquiries in a timely manner, and resolve issues to ensure a positive customer experience. This role involves effective communication skills, problem solving skills and a commitment to maintaining high customer satisfaction.
Key Responsibilities:
- Maintain high customer service standards to attract and retain customers
- Handle customer inquiries via phone, email and chat
- Respond to all inquiries, issues, and complaints in a timely manner
- Manage high inbound and outbound call volumes in a timely manner
- Utilize case management tools to track, document and manage customer cases
- Receive and process domestic and export orders from customers and distributors
- Distribute literature on company products as requested
- Advise customers of order status or dispatch work orders
- Dispatch service technicians to repair equipment as needed
- Resolve customer issues and needs in a professional manner
- Process shortages, damages, or product service needs
- Document and update customer records
- Provide quotes as needed
- Invoice and process payments including credits and debits as required
- Must be able to back up team members and keep a positive, supportive attitude towards the company, job, customers, and co-workers
- Consistently meet or exceed company expectations for productivity and accuracy levels
- Other duties as assigned
Qualifications:
Education:
- High school diploma or GED equivalent required
- Relevant college courses and/or degree preferred
- Minimum 2 years customer service experience; 3–5 years preferred
- Contact center experience
- CRM system experience preferred
- Outstanding customer service and people skills
- Demonstrated excellent oral and written communication skills
- Exceptional organization and time management skills
- Ability to effectively prioritize work and handle multiple projects
- Experience navigating multiple computer screens and programs while interacting with customers
- Excellent analytical skills
- Team oriented
Technical Proficiency:
- Proficient PC skills
- Experience with Windows-based computer applications
Professional Traits:
- High level of integrity and professionalism
Top Skills
Crm Systems
Windows-Based Computer Applications
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The Company
What We Do
Coats is a leading smart repair brand specializing in vehicle maintenance systems, service and data that keep work flowing.
We offer a full-shop portfolio of tire changers, wheel balancers and aligners, lifts, inspection and compressor technologies, designed and built in the U.S. and serviced locally by our own factory-trained service technicians. Everything we do is designed for ease-of-use and serviceability and delivered with the authentic Coats Attitude.
Our team of smart repair pros work in complete alignment with customers on a single mission -- to create High Performing Shops where people keep moving and technology turning.
