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Customer Care
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210773 Requisition #
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1753 Total Views

 

www.geniecompany.com

 

Scope / Responsibilities:

  • Role and Responsibilities

  • Review all incoming F&I orders and communicates with Retailer on any insufficient information.

  • Performs all order processing functions under established automation controls.

  • Assist in Installing Dealer setup by collecting proper documentation from applying dealer.

  • Monitor the timeliness of all open furnish & install orders to ensure lead-time compliance.

  • Respond to all incoming furnish & install calls from Retailer, Customer, and Installing Dealer.

  • Determine best method to resolve problems to ensure customer satisfaction and adhere to company policies.

  • Ensure accurate costing for Retailer and Installing Dealer.

  • Update Retailer on all open orders as required.

  • Follow-up with installers on all open orders to ensure timely order completion.

  • Maintain accurate file of all complete furnish & install orders.

  • Research and reconcile Open AR/Unapplied cash issues.

  • Maintain an accurate account of order correspondence.

  • Obtain retail approval for all additional order requirements.

  • Work with Sales center to ensure timely delivery of furnish & install product.

  • Mail/fax sales literature and service information to customers.

  • Provide follow-up with customer, retail store or dealer as necessary.

  • Process and communicate order cancellations.

  • Process and communicate any necessary credits or charge-backs according to procedure.

  • Operate computer terminal to enter orders, advance order status, provide shipping/install dates and invoice orders.

  • Provide installer/retail service over the telephone.

  • Investigate and respond to installer/retailer order inquiries.

  • Phone dealers/retailer/customers as required and provide requested assistance.

  • Take, investigate and solve customer complaints.

  • Interface with dealer/retailers to solve customer problems.

  • Provide detailed explanation of company policy and procedures in respect to Furnish and Install issues.

  • Other related duties as required.

Qualifications

  • Exceptional telephone communication and problem solving skills. 

  • Basic computer skill, including data entry, Excel and Word. 

  • Customer Service or telephone experience / employment preferred. 

  • Must be capable of handling customer complaints in a satisfactory manner. 

  • Previous retail home improvements experience a plus.

Education

  • High School Diploma or Equivalent

 

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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