Customer service representative (remote)

Do you want to have a short commute? High Bar Brands is currently looking for a Remote CSR to support West Coast-based customers. Join our customer service team and work remotely, with comprehensive training and equipment provided to help you succeed.

This is a day-shift position with specific hours from 7:00 AM to 3:30 PM (Monday-Friday), designed to support your work-life balance and planning while supporting our customer base.

Summary/Objective

Provides support to customers, end-users, and the outside sales team by contacting and responding to customer communications via telephone, email, website inquiries, and any other appropriate methods to ensure a high level of customer satisfaction. Assists with requests for product information, sales/order placement assistance, returns, and warranties. Follows established procedures and provides the first level of problem-solving and corrective action.

Essential Functions / Responsibilities:

• Educates customers on all High Bar Brand product lines and processes by effectively communicating the features and benefits.
• Conducts detailed data entry into an Enterprise Resource Planning system (ERP) following established procedures.
• Processes and verifies orders and quotes received by phone, fax, and email for accuracy and efficiency.
• Manage a high volume of calls.
• Navigate HBB website(s) to help answer customer inquiries.
• Keep detailed records of customer interactions, manage accounts, and file electronic documents.
• Initiates action on customer service requests such as order adjustments, expedited shipping requests, updates of contact management files, return inquiries, and warranties.
• Assists in developing relationships to create loyal customers by identifying and providing solutions to their needs.
• Provides feedback on the consistency and effectiveness of the customer service department’s policies and procedures.
• Interacts with various departments such as Production, Shipping, and Outside Sales to ensure customer requirements are met.

Required Skills and Abilities

• Exceptional verbal and written communication skills.
• Proven experience as a customer service representative, customer support representative, or similar area.
• Knowledge and ability to utilize computers and related technology efficiently.
• Ability to craft professional emails.
• Active listening skills and strong attention to detail.
• Solid awareness of your skill set and willingness to refer customers for help, as needed.
• Ability to learn technical aspects of our product lines and processes to assist with troubleshooting installation situations of products.
• Dependable, courteous, positive, and patient person who maintains a professional demeanor.
• Willingness to learn and continuously improve skill sets.
• Ability to work independently or in a group setting.

Preferred Education and Experience

• High school diploma, GED, or equivalent.
• Knowledgeable with Microsoft Office products; Outlook, Word, and Excel.
• 2 years of customer service experience.

Physical Requirements

The physical demands described here are representative of those that an employee must meet to perform the essential functions of this job successfully.

• Prolonged periods sitting at a desk and working on a computer in an office setting.

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exclusive list of all responsibilities, duties, and skills required of personnel. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice.

ADA

Reasonable accommodations may be made to enable individuals with disabilities to perform essential job functions.

AAP/EEO Statement

As an equal employment opportunity company, we value the diversity of individuals, ideas, perspectives, insights, and values that they bring to the workplace. Applications are welcome from all qualified candidates. We maintain a drug-free workplace and perform pre-employment substance abuse testing and background checks.