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
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.
