Summary

The Senior Customer Service Associate is responsible for handling inbound customer inquiries via phone and email. This role is pivotal in delivering superior customer experiences through effective communication, product knowledge, and problem-solving abilities.

Responsibilities

• Handle inbound phone calls from customers regarding pricing, product availability, order placement, order status inquiries, and returns initiation.
• Communicate effectively with customers based on their product needs, and provide product specifications, order status, and other relevant information to answer questions and resolve issues.
• Utilize comprehensive product knowledge of door hardware and security solutions to assist customers in making informed purchasing decisions.
• Provide exceptional customer service by actively listening to customers, understanding their needs, and offering appropriate solutions.
• Collaborate with internal teams to ensure timely and accurate order processing, shipment tracking, and resolution of customer issues.
• Maintain up-to-date knowledge of industry trends, product updates, and competitor offerings to effectively address customer inquiries.
• Demonstrate a sense of urgency and empathy in addressing customer concerns and resolving issues to ensure customer satisfaction.
• Utilize tools & technology to perform daily tasks like answering phone calls, recording notes of customer interactions, entering orders and processing returns, and keeping comprehensive records of activities.

Qualifications

• 3+ years experience in inside sales or customer service role, preferably within the door hardware and security industry.
• High school diploma or equivalent; additional education or certifications in sales or customer service is a plus.
• Proficient computer skills and experience with CRM software or order management systems.
• Ability to work independently and collaboratively within a remote team environment.

Key Competencies

• Customer Focus: Develop strong internal and external customer relationships and deliver customer-centric solutions
• Strong interpersonal skills : Build rapport and establish positive relationships with customers, suppliers, and colleagues.
• Verbal and written communication skills: Ability to clearly articulate and convey information and ideas in speaking and writing so others will understand.
• Active Listening: Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting.
• Empathy: Taking an active interest in the concerns of others through social awareness and relationship management.
• Urgency: Respond to customer inquiries quickly and efficiently, resolve issues in a timely manner, and prioritize tasks in a fast-paced environment.
• Product knowledge : Exhibit technical expertise in door hardware and security solutions while continuously learning new product lines, suppliers, and applications of products.
• Technical Learning Capability: Proficient with and the ability to quickly learn computer hardware and software as needed.