Evening Customer Service Representative
2nd Shift (1:00 pm - 10:00 pm)
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The primarily accountability of the Customer Service Representative is to offer outstanding service to Weber customers. It is the responsibility of the CSR to be available, helpful, friendly and knowledgeable. CSR's are the voice of Weber. CSR's are responsible for assisting the call center in achieving stated service level goals.
Essential Duties and Responsibilities include the following, other duties may be assigned
The types of calls customer service receive fall into several general categories. They are as follows:
- Product Information
Customer Service Representatives are expected to be knowledgeable regarding Weber products. Customers call needing assistance when making a purchasing decision. Customer Service Representatives are able to discuss the features and benefits of Weber’s products. These calls often include assisting the customer locating a dealer in their area who sells Weber products.
Customer contact Weber for advice on using their grill. Customer Service Representatives are expected to be able to discuss different cooking methods such as Direct and Indirect. Also, customer service should be able to help consumers with basic cooking questions.
- Product Orders
Customers call Weber to order items offered in the Grill Out Times Newsletter, purchase accessories, parts, or to have a replacement part sent under warranty. Customer Service representatives are expected to be able to assist the customer by correctly identifying the customer’s grill so the correct part or accessory can be ordered. Representatives are also responsible for correctly placing the order in the computer system.
- Assembly, Maintenance, and Troubleshooting
Customers’ call needing help putting a grill together, taking care of their grill correctly and also helping to identify and resolve and problems the customer is having operating their grill. This can mean the need to set up a service call to have an authorized agent repair the customer’s grill. It is important that appropriate questions are asked to determine what the problem might be. If replacement parts are necessary it is the responsibility of the customer service representative to determine if the grill is within warranty, what parts are needed and to correctly fill out a service call request (if the customer is unable to perform the replacement themselves).
In addition to taking calls, it is also the responsibility of the customer service representative to properly document the reason for the customer’s call in the computer system. This information is used to better understand why customers are calling and to assist with identifying areas for improvement.Attendance/Punctuality
Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.Competencies
To perform the job successfully, an individual should demonstrate the following competencies:
- Adaptability - Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.
- Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
- Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan.
- Initiative - Volunteers readily; Undertakes self-development activities; Seeks increased responsibilities; Takes independent actions and calculated risks; Looks for and takes advantage of opportunities; Asks for and offers help when needed.
- Interpersonal Skills - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.
- Judgment - Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.
- Oral Communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.
- Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
- Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
- Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.
- Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.
This position has no supervisory responsibilities
Qualifications to perform this job successfully an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions:
Education and/or Experience
High school diploma or general education degree (GED); or one to three months related experience and/or training; or equivalent combination of education and experience.
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.
Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.
Certificates, Licenses, Registrations
Other Skills and Abilities
- Excellent computer skills, Windows and Internet.
- Ability to work in a fast paced environment
- Attention to detail
- Excellent interpersonal and teamwork skills
- Ability to make decisions
Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions:
While performing the duties of this job, the employee is regularly required to sit and talk or hear.
Work Environment The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions:
Moderate noise (examples: business office with computers and printers, light traffic)
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