Job Description
ABOUT RELIABLE PARTS We are a leading distributor of appliance parts in the US and Canadian markets. With over 60 branch locations and multiple distribution centers, we provide service to customers in multiple sectors, including extended warranty, national accounts, multi-housing, government, e-commerce, and retail spaces. We pride ourselves on the exceptional products, services, and value we add to the appliance parts service and repair industry. We are also proud of our exceptional employees. They ensure that all orders and inquiries are researched and handled knowledgeably and professionally, and we provide the training they need to succeed. Because of their dependability, we consider them a big part of our success. In turn, we offer opportunities for growth and relocation, as well as great benefits and supportive management that make our growing business an industry leader. The Customer Sales Representative II position communicates with customers via telephone, live chat, and email to assist with ordering products, resolving conflicts with order discrepancies & shipping issues, and general problem solving with a specific focus on customer retention and satisfaction. ESSENTIAL FUNCTIONS Answer inbound customer service phone calls (no outbound or cold calling to customers) Correspond with customers via email and live chat sessions Achieve call center metric targets and customer satisfaction objectives Perform advanced CSR functions Identify, research, and resolve complex, routine, and non-routine customer issues using creative problem-solving and quick decision making Recognize and act on opportunities for additional sales Troubleshoot and resolve order discrepancies Collaborate with warehouse personnel to resolve shipping conflicts Partner with the outside sales team on customer satisfaction issues Promote