This position is responsible for handling a broad range of services, sales calls and special projects. Representative must be equally adept at accurately documenting consumer issues while providing world-class service, and flexible enough to handle all special projects to support the needs of the Consumer Affairs customer base. This position will also provide backup support to the Technical Services team to support customers and end use consumers on a variety of technical issues including product information, usage, safety, disposal, shipping, etc. Will also identify, research and resolve technical problems as well as identify trends or critical information important for the business. Work is performed under the general supervision of the Manager, E-Commerce. Will work independently on day to day activities and under supervision on new projects, products or complex activities.
Essential Duties and Responsibilities :
Process claims/refunds accurately and appropriately. - Evaluates, researches, and processes appropriate information within established guidelines for claims and refunds.
Enters data and maintains mold test kit registration data; forwards kits for lab analysis.
- Submits forms accurately, completely and on a timely basis.
- Ensures all correspondence is processed efficiently and effectively, including. E-mail correspondence.
Enters data and maintains SprinkleRite water sample results; notifies consumers of the results.
Responds to telephone calls, e-mails, and other requests for technical product information including correct usage, storage and/or disposal requirements, safety requirements, labels, damage, faxing or emailing MSDSs, etc.; provides information and resolves problems; uses troubleshooting skills to obtain problem information and convey resolution.
Provides accurate and timely logging of calls, issues, problems and resolutions.
Acts as liaison between customers/consumers and internal Barr employees to insure accurate problem definition, interpretation and resolution; interfaces with Distribution, Credit, Sales and Marketing, Technical and other departments to ensure that proper technical product information is conveyed to customers; consults with co-workers to resolve problems.
Maintains in-depth knowledge of Barr products and services; works with product marketing and R&D to identify training that will enhance and improve customer support; may train employees on product usage by explanation and demonstration.
Maintains technical product knowledge by attending educational workshops, reviewing technical publications, establishing personal networks, and participating in technical societies.
Prepares and provides reports to manager as required.
Performs all work in accordance with Barrs safety and quality policies and procedures with specific attention to customer needs and requirements; demonstrates clear understanding of these policies and procedures.
Some travel may be required for customer product knowledge training and trade show attendance; travel may also be required to resolve issues at the customers or consumers location.
Performs special projects or other duties as required by manager.
Minimum of three (3) years experience in a customer service/complaint resolution operation, technical service, or other product based customer support function or call center, ideally in the home improvement or household cleaning industry. Associates Degree a plus. Must be able to interface with various levels of the customers organization. Strong relationship development and customer service skills including tact, courtesy and diplomacy are required.
Must have excellent phone and customer support skills; excellent verbal and written communication skills, excellent problem-solving skills, must be detail oriented with a sense of urgency for prompt critical issue resolution; ability to respond positively to customer emotions, stress and negative circumstances; ability to work in a team-based environment; ability to organize and prioritize work assignments; ability to handle multiple priorities in a fast-paced environment; ability to analyze situations and respond in a timely manner; ability to take the initiative; ability to participate in multi-functional teams; ability to establish and maintain effective working relationships within the Barr organization; must have working knowledge in computer applications including word processing, spreadsheets, charts and graphics. Some overtime may be required.
Work Environment/Physical Demands/Travel:
Typical office environment with moderate noise level. Ability to sit, stand, walk, reach, talk, see and hear for extended periods of time. Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations; ability to write reports and general business correspondence; ability to effectively present information and respond to questions from managers, co-workers, customers, and consumers. Ability to calculate figures and amounts such as percentages, area, and volume; ability to apply concepts of basic algebra and geometry. Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists; ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
This job description reflects managements assignment of essential functions; it was not meant to be all-inclusive of the tasks that may be assigned.
We offer competitive compensation and benefits in a team oriented environment. Please send resume which must include salary requirements to: HR Department DA, PO Box 1879, Memphis, TN or email to: firstname.lastname@example.org NO PHONE CALLS ACCEPTED!!
WM Barr will only employ those who are legally authorized to work. Any offer of employment is conditioned upon the successful completion of a background investigation, drug screen, and physical.
EEO / ADA
All your information will be kept confidential according to EEO guidelines.
WM Barr - 19 months ago