POSITION SUMMARY

The Customer Service Representative will support the management of incoming calls, e-mails, and chats, and will help develop brand identity with new and existing customers, as well as classify and assess customers’ needs to achieve satisfaction. This position will be the front-line contact between the company and the customer and will provide support to all areas pertaining to customer service. The representative will examine, analyze, and document relevant details to assure accurate data entry and will require knowledge of customer service policies, processes, and related systems to meet and exceed customer expectations.

CORE FUNCTIONS

Provide exceptional customer service by meeting and exceeding customer expectations with our internal and external customer base.
Act as a liaison, provide product information and resolve any emerging problems that our customers might face with accuracy and efficiency. Acknowledge and solve customer complaints.
Answer general inquiries on pricing, orders, minor install issues, missing hardware, warranty, and general product information lookup.
Provide exceptional service and support to both internal and external customers via all channels. Must be knowledgeable of, and communicate effectively, all features and benefits of products to customers.
Handle high volume of inbound customer touchpoints via multiple channels (phone, email, web, chat or social).
Maintain a positive, empathetic, and professional demeanor at every customer touchpoint.
Achieve established goals or deadlines set for the department via leadership.
Ensure accuracy of customer records and update as needed.
Keep records of customer interactions, transactions, comments, and complaints.
Complete customer transactions, documentation, and/or data entry in a timely manner.
Display high levels of accountability by following instructions or guidance provided by leadership; ability to apply feedback to improve performance. Takes responsibility for own actions.
Continuously improve job specific skills, system comprehension, and technical acumen in vehicle/product knowledge through training.
Perform additional duties, as assigned.

QUALIFICATIONS & REQUIREMENTS

Education and Experience

High school diploma or GED is required. Technical Certification or Associates Degree preferred.
1+ years of customer service, hospitality, technical support, or related work experience is required. 2-5 years of experience preferred.

Skills, Abilities, and Knowledge

Internet speed at a minimum of 100 download and 25 upload for effective system connections.
Ability to effectively use Microsoft Office Suite, including Outlook, Word, and Excel.
Excellent written and oral communication skills. Ability to maintain/exceed overall performance with high levels of accuracy.
Ability to demonstrate flexibility and innovation to resolve problematic issues in a professional manner.
Advanced organization, prioritization, and attention to detail skills.
Able to resolve conflict with ease and compassion.
Ability to work independently or with others in a fast-paced environment with constant interruptions.
Excellent attendance and dependability.
Ability to respond to common inquiries or complaints.
Demonstrate proficiency with multilateral computer systems and technology.
Flexible schedule with the availability to work weekends and holidays.
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
Promotes a team atmosphere through a positive attitude and working well with others.
Ability to type with speed and accuracy.

Perks That Go the Extra Mile :

At RealTruck, we take care of our people—because they drive our success. Enjoy great benefits like medical, dental, and vision coverage, company-paid life insurance and disability, and a 401(k) with company match (eligible the first of the month after you start). Need balance? We’ve got wellbeing days and parental leave. Want to grow? Take advantage of educational reimbursement. Plus, earn referral bonuses and score exclusive employee discounts on RealTruck products. Great benefits. Great people. Even better careers.

RealTruck is the premier manufacturer and digital destination of accessories for truck, Jeep®, Bronco® and off-road enthusiasts around the world. Globally headquartered in Ann Arbor, Michigan, RealTruck’s 6,000+ associates operate from 35+ facilities across four continents. RealTruck’s industry leading product portfolio, which includes the Husky Liners total vehicle protection brand, boasts over 1,000 patents and pending applications. The company’s omni-channel retail approach delivers a seamless consumer experience online at RealTruck.com, as well as through its 12,000+ dealer network and automotive (OEM) partnerships.