Customer Service Representative

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Customer Care
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9971 Requisition #
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 www.geniecompany.com


 

  • Respond to customer’s inquiries and/or complaints regarding the company’s product or services.
  • Respond to calls on a daily basis, incoming and/or call-backs.
  • Determine best method (s) to resolve problems to ensure customer satisfaction and adhere to company policies
  • Inform customers of procedures and resolutions of problems.
  • Provide follow-up to ensure customer satisfaction.
  • Provide guidance and support to Lewisville CSR’s.
  • Assist upper-management in delegating routine office work.

 

  • Essential Duties and Responsibilities:
     
    • Maintain an accurate account of incoming telephone calls.
    • Operate computer terminal (JDE, Right Fax and/or other applicable programs as designated by specific job responsibilities) to order parts, enter service history and provide shipping/receiving dates.
    • Process credit card, check  and in-warranty orders.
    • Track packages/shipments through carrier.
    • Provide detailed explanation of company policy and procedures in respect to warranty.
    • Investigate and respond to customer order/billing inquiries and process credits if necessary.
    • Take, investigate and solve customer complaints.
    • Interface with dealers to solve customer problems.
    • Provide non-warranty sales and/or service referrals for product, authorized service dealers or distributors.
    • Mail/fax/email sales literature and service information to customers.
    • Provide follow-up with customer, retail store, distributors and/or dealer as necessary.
    • RightFax acknowledgement of credits and invoices.  Mail rejections of RightFax.
     
 
Skills/Experience Requirements:
  • Minimum 5+ years Genie Customer Service Experience and/or Six Sigma Green Belt required.
  • Exceptional telephone communication and problem solving skills.  Basic computer skills, including data entry, Excel, Word, Power Point and Lotus Notes.  Must be capable of handling advanced customer complaints in a satisfactory manner.
 
Education Requirements:
  • High School Diploma or Equivalent.
  • Some College Preferred.

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At Overhead Door Corporation, we recognize people as the core of our strength. We offer our employees a collaborative culture and the opportunity to make the most of your talents. Join our team to earn bragging rights by belonging to an industry leading, world class organization. If you are interested in becoming part of a Powerful team of People, view our career opportunities!


Overhead Door Corporation is proud to be an Equal Employment, Affirmative Action employer of talented people who make things happen –a powerful and diverse team that includes women, minorities, individuals with disabilities and covered veterans.


Overhead Door is proud to be a drug free environment.


The following link provides more information regarding the Federal laws prohibiting discrimination in employment: EEO is the Law – Notice of Applicant Rights Under the Law

www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf


In compliance with the ADA Amendments Act (ADAAA), Overhead Door Corporation offers accommodations for individuals with disabilities that want to apply for a position. Request disability accommodations:

Phone: 469-549-7100 E-mail: accommodation_request@overheaddoor.com