Customer Service Representative
TruPar America - Bentleyville, PA

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The Customer Service Associate works through multiple service channels to consistently provide a high level of customer service, as defined in Service Promise. Serves customers by providing product and service information and responding to inquiries; resolving product and service problems; documenting actions.

TruPar’s typical operating hours are Monday through Friday from 8:00 a.m. – 5:00 p.m EST.

Principal Duties and Responsibilities include:

  • Uses ticket manager and Customer Relationship Manager (CRM) systems to resolve customer problems promptly and accurately in a manner that will retain and promote customer loyalty. Records resolution results in CRM system.
  • Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
  • Uses CRM system to obtain contact information by answering telephone calls; questioning contacts; verify existing information and recording customer inquiries by documenting inquiry and response in customers’ CRM profile.
  • Assists customers with the intent of promoting or selling company products or services through phone, email, website chat or efax communications
  • Uses the internal TruPar software systems to provide information on pricing, availability and alternate product selection to complete customer transactions. Asks for the sale and goes after additional sales.
  • Prepares for customer inquiries by studying products, services, and customer service processes
  • Responds to customer inquiries by understanding inquiry; reviewing previous inquiries and responses; gathering and researching information; assembling and forwarding information; verifying customer's understanding of information and answer
  • Utilizes effective probing and listening skills to generate lead opportunities.
  • Recognizes and responds to cross-sell opportunities and is able to successfully convert inquiries into orders.
  • Guides customers to other internal department resources as necessary.
  • Executes the TruPar Service Promise and demonstrates, by action, the company Values.
  • Takes personal ownership for meeting established individual and team metrics.
  • Works effectively with others in a team environment to accomplish organizational goals and to identify and resolve problems.

Position Requirements

  • Preferred Education & Experience:
  • Must be at least 18 years old
  • High School diploma
  • Technology Savvy
  • 1 to 3 years customer service experience
  • Spanish speaking is a plus but not required
  • Must be able and willing to work in a warehouse environment on a consistent basis during initial training period or as needed based on business need.
  • Demonstrates a commitment to provide superior customer service.
  • Effective communicator, comfortable interacting with customers and internal partners in a professional manner in person and via the phone.
  • Is aware of own strengths and weaknesses. Is open to developmental feedback and takes responsibility for personal development.
  • Must be computer literate and able to learn required software programs.
  • Professional in appearance, attitude and action.
  • Must pass a pre-employment drug screen and background check

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