Customer Care Specialist

Description

Agri-Fab is looking for a day shift Customer Service Representative

Agri-Fab is a leader in the lawn and garden marketplace with shipments reaching around the globe. As successful as Agri-Fab has become, the core goals has not changed; provide a reliable source of employment for the community.

Agri-Fab offers affordable on-site childcare, two weeks of paid time off, and a comprehensive benefits package focused on wellness rewards along with 401(k) and company paid life insurance.

And that is just the start! Other benefits include tuition reimbursement, earned wage access, discounts, 10 Paid Holidays, and more!

Purpose: A Customer Service Representative acts as an effective verbal communicator solving problems and making decisions to satisfy the company's customers while also protecting the company. This position will be responsible for but not limited to the below responsibilities.

Essential Functions

Required but not limited to:

Answer incoming calls

Respond to incoming mail/emails/cases in a timely manner

Issuing Return Authorizations to companies/customers returning products

Enter delivery ticket cases and collect as much information for the delivery issue, issuing return authorization if necessary and assist Delivery Issue Case assignee with any required needs

Salesforce Service Console standard work, answering cases, entering person accounts (General Questions, Product Questions (AF, TerraKing, Craftsman, DeWalt, GroundWorks), Chatbot Cases, Contact us Cases)

Responsible for working Missing and Defective Parts Cases

Enter parts orders and unit orders from stores when calling in

Submit 2-4 Salesforce knowledge articles a week

Manage the inbound fax routing for customer care/sales departments

Mail/Fax all manuals, catalogs, warranty information and distributor lists (as needed)

Salesforce Service Console standard work, answering cases, entering person accounts

Works overtime, including weekends and holidays, as required

Follows all standard work and work instructions

Displays appropriate sense of urgency in communicating concerns (safety, quality, etc...)

Ability to work in Parts and Service as demand requires

Will fill in at the front desk when main receptionist is gone

Requirements

Job Qualifications: Knowledge, Skills and Abilities

Measuring and Mathematical Skills

Accurately adds, subtracts, multiplies, and divides.

Verifies parts using work instructions.

Successfully completes training or demonstrates proficiency in blueprint reading.

Language Skills (Speaking and Writing)

Effectively communicates with coworkers and supervisors.

Writes clearly and legibly.

Able to present information at department meetings.

Composes grammatically correct and professional emails.

Basic Reasoning Skills

Leadership Abilities

Computer/ Software Knowledge

Office (Excel, Word, Outlook)

Project management software (MTMS)

Telephone Software (Cisco/WebEx Phone System)

Salesforce

Ability to perform under deadline constraints and meet quality standards.

Must have good interpersonal skills and the capability of dealing with stressful encounters.