Starfire Direct Customer Service Representative Temecula, CA · Full time Company website

We're looking for a Customer Service Rep to help with our day to day customer service needs.

Description

Customer Service is an essential part of any company, especially when day-to-day interactions include customers from all walks of life. In this vital role, you will have the responsibility to provide outstanding customer service support by phone, e-mail, and online chat. The willingness and ability to work in a fast paced, multi-tasking environment is essential. You will manage and support the daily operations within Customer Service to ensure service volumes and effective customer satisfaction are maintained. The job requires someone that can interact effectively with all levels of management, customers, vendors, and departments. Contribute to corporate initiatives that focus on Technical Customer Service and Support, identify new opportunities for operational effectiveness and contribute to improve processes and procedures with a goal of making our job easier.


Responsibilities


  • Provides advanced technical support knowledge of company products to assist customers with their purchase. Technical details are provided using product owner manuals, reference materials, and working as a liaison with the product manufacturer to assist with troubleshooting and resolving a customer product related concern.
  • Proactively fields customer service inquiries via the phone and internet, documents and assists with the customer inquiry within the Gorgias App and/or forwards Tickets to the appropriate department.
  • Responsive to the customer as a priority with sound judgement in promptly resolving concerns both professionally and effectively.
  • Documents returns, sales, invoicing, refunds, and any relevant transactions within NetSuite and Shopify.
  • Captures customer payments for transactions and services.
  • Initiates and processes requests for Return Merchandise Authorization (RMA).
  • Initiates and processes requests for Vendor Return Authorizations (VRA).
  • Utilizes vendor portal for claims submission of missing, wrong, or warranty items.
  • Creates shipping labels and notifications through the Ship, manage, track, deliver FedEx website.
  • Processes customer refunds related to product returns, damaged products, discounted orders, and as designated by Management.
  • Provides liaison assistance with vendor product warranty claims.
  • Responds to after sales questions and inquiries.
  • Reviews and responds to customer positive and negative posts on the review platform.
  • Recommends corrective actions to diffuse upset and dissatisfied customers in a calm and professional manner.
  • Follows up with customer deliveries, ensures the customer is satisfied with their order, ensures the customer’s needs were met and determine if the customer wishes to order additional product(s).
  • Works with UPS, Fed Ex, OnTrac and other shipping companies with investigating undeliverable or products not received by the customer.
  • Completes training by our product manufacturers in order to obtain thorough knowledge of the products.
  • Reviews the company website for resource issues relating to products, such as products that do not have owners’ manuals attached, notifies the Marketing Department of any needed fixes.
  • Ability to cross train with internal departments to gain knowledge for company Team support.
  • Assists in growing the customer services portion of the department.


Qualifications


  • Two to Five years related technical customer service experience in a manufacturing service or consumer products environment and/or training; or an equivalent combination of education and experience.
  • Must possess good oral and written communication skills.
  • Must possess excellent analytical and resolution solving skills.
  • Must be proficient in MS Office Products (Word, Excel and PowerPoint)
  • Ability to type a minimum of 45 words per minute.
  • NetSuite, Shopify, Hubspot, utilizing software experience desired.


Salary

$22 - $25 per hour