Customer Service Representative (Hybrid)

CoatsLaVergne, TN

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Overview

Schedule

Full-time

Career level

Senior-level

Remote

Hybrid remote

Job Description

The Coats Company is a dynamic and customer focused organization dedicated to delivering exceptional service. We are currently seeking a motivated and enthusiastic individual to join our team as a Customer Service Representative. This is a full-time position working a hybrid schedule onsite at our headquarters in LaVergne, TN. Candidates must reside local to LaVergne, TN. As a Customer Service Representative, you will be the first point of contact for our valued customers. Your primary responsibility will be to provide outstanding assistance, address inquiries in a timely manner, and resolve issues to ensure a positive customer experience. This role involves effective communication skills, problem solving skills and a commitment to maintaining high customer satisfaction.Key Responsibilities:

Maintain high customer service standards to attract and retain customers
Handle customer inquiries via phone, email and chat
Respond to all inquiries, issues, and complaints in a timely manner
Manage high inbound and outbound call volumes in a timely manner
Utilize case management tools to track, document and manage customer cases
Receive and process domestic and export orders from customers and distributors
Distribute literature on company products as requested
Advise customers of order status or dispatch work orders
Dispatch service technicians to repair equipment as needed
Resolve customer issues and needs in a professional manner
Process shortages, damages, or product service needs
Document and update customer records
Provide quotes as needed
Invoice and process payments including credits and debits as required
Must be able to back up team members and keep a positive, supportive attitude towards the company, job, customers, and co-workers
Consistently meet or exceed company expectations for productivity and accuracy levels
Other duties as assigned

Qualifications:

Education:

High school diploma or GED equivalent required
Relevant college courses and/or degree preferred

Experience:

Minimum 2 years customer service experience; 3–5 years preferred
Contact center experience
Bilingual (English/Spanish) a plus.

Skills & Abilities:

Outstanding customer service and people skills
Demonstrated excellent oral and written communication skills
Exceptional organization and time management skills
Ability to effectively prioritize work and handle multiple projects
Experience navigating multiple computer screens and programs while interacting with customers
Excellent analytical skills
Team oriented

Technical Proficiency:

Proficient PC skills
Experience with Windows-based computer applications

Professional Traits:

High level of integrity and professionalism

The Coats Company is an equal opportunity employer that evaluates qualified applicants without regard to race, color, national origin, religion, ancestry, sex (including pregnancy, childbirth and related medical conditions), age, marital status, disability, veteran status, citizenship status, sexual orientation, gender identity or expression, and other characteristics protected by law.

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