Customer Service Agent I

This position has been filled - Job#: 453346914

  Cleveland Golf
  Huntington Beach, CA
  Sports Services
  Posted/Updated: 06/07/17

Job Summary

JOB SUMMARY

The Customer Service Agent is responsible for providing effective customer service for all internal and external customers by using excellent, in-depth knowledge of company products and programs.

ESSENTIAL JOB DUTIES

COMPANY FOCUS

  • Accomplish organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments; and discussing those ideas with Customer Service Supervisor or Customer Service Manager.
  • Ensure proper corporate messaging, reading from scripts as needed to ensure this is achieved.
  • Provide feedback to Customer Service Supervisor on the efficiency of the customer service process.
  • Keep abreast of new company products and services.

CUSTOMER FOCUS

  • Communicate with customers via phone, email, mail or social media.
  • Obtain and evaluate all relevant information to handle product and service inquiries.
  • Respond promptly to customer inquiries.
  • Processes customer orders/changes/returns/repairs according to established department policies and procedures.
  • Answer product and service questions for customers; suggesting information about other products and services.
  • Provide timely and accurate information in response to inquiries, order status, concerns and requests about products and services.
  • Handle questions regarding changes in policies or procedures.
  • Provide pricing and delivery information for orders.
  • Perform customer verifications.
  • Attempt to persuade customer to reconsider cancellation of order.
  • Keep thorough documentation of customer interactions and transactions, recording details of inquiries, comments, complaints and actions taken.
  • Answer questions about warranties or terms of sale.
  • Process paperwork related to credits/adjustments.
  • Process paperwork related to repairs and returns.
  • Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
  • Escalate to Customer Service Supervisor, as needed, for unresolved issues.
  • Suggest solutions when a product malfunctions or a customer is experiencing product difficulty.
  • Inform customer of deals and promotions.
  • Up-sell products and services.
  • Work with Customer Service Supervisor and/or Customer Service Manager to ensure proper customer service is being delivered.
  • Provide timely feedback to Customer Service Supervisor regarding service failures or customer concerns.

TEAMWORK

  • Communicate effectively with team members within the customer service department. 
  • Communicate and coordinate with internal departments and external partners to resolve issues and provide superior service.
  • Contribute to team effort by accomplishing related results.
  • Partner with the sales team to meet and exceed customer’s service expectations.
  • Other duties as required.

SKILLS / QUALIFICATIONS
Phone Skills, Listening Skills, Documentation Skills, Detail-Oriented, Problem Solving, Resolving Conflict, Analyzing Information, Multi-tasking, Time Management

COMPETENCIES
Customer Focus, Communication Proficiency, Teamwork Orientation, Technical Capacity, Adaptability, Initiative, Quality Focus, Product Knowledge

TRAVEL
Occasional travel may be requested.

REQUIRED EDUCATION & EXPERIENCE
High School Diploma and one to three year related experience. 

PREFERRED EDUCATION & EXPERIENCE
Bachelor’s degree and 1-2 years’ related experience.
Product knowledge.



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