BendPak
Call Center Customer Service Specialist
BendPak, Agoura Hills, California, United States, 91375
POSITION/TITLE: Call Center Customer Service SpecialistDEPARTMENT: Call CenterREPORTS TO: Call Center Supervisor - Director of Sales OperationsWORKPLACE LOCATION: Agoura Hills, CAABOUT BENDPAK:
BendPak is one of the world's leading manufacturers of vehicle repair equipment including automotive service lifts, parking lifts (car stackers), tire changing machines, wheel balancers, and wheel alignment systems. The BendPak family of brands are globally recognized as badges of quality. At BendPak, we're always searching for motivated individuals looking to apply and expand their talents. BendPak team members enjoy a fast-paced, challenging environment that rewards passion and hard work. Many of our devoted employees have been here for over twenty years and have risen through the ranks to build lucrative and influential careers. We give every employee the personal latitude to direct their own professional development.JOB SUMMARY:
The BendPak Sales team requires an enthusiastic and attentive representative with a talent for generating excitement about BendPak and Ranger’s extensive line of Automotive Service Equipment. The successful candidate will play a fundamental role in achieving our ambitious customer acquisition and revenue growth objectives. You must be comfortable making dozens of calls per day, qualifying prospects, maintaining relationships, and processing orders. The Representative will assist the Customer Service department through the use of FreshDesk Ticketing software. The Representative will also communicate with end-users and Service Centers via email and phones to obtain updates and status of repairs done to the product.KEY RESPONSIBILITIES:
Understand customer needs and requirementsRoute qualified opportunities to the appropriate sales team member(s) for further development and closureMaintain and expand your database of prospects to follow up and maintain an ongoing relationship withDeal directly with domestic customers either by telephone or electronicallyRespond promptly to domestic customer inquiriesHandle and resolve customer issuesObtain and evaluate all relevant information to handle inquiries and complaintsProcess orders, forms, applications, and requestsDirect requests and unresolved issues to the designated department or managerKeep records of customer interactions and transactionsRecord details of inquiries, comments, and complaintsKeep up to date with product and service changes as they occurCommunicate and coordinate with internal departmentsFollow up on domestic customer interactionsIntake tech support queue callsCreate and assign new tickets using Freshdesk to agents in Customer ServiceFollow up emails and calls to all end-users and service centersProcess website inquiries via email when neededAssist Customer Service with miscellaneous emails and inquiriesInput parts orders into SX.eEnter all warranty registrations into SX.eFamiliar with Freight Carriers and Shipping ProcessesAbility to maintain organized work station and process with excellent follow upREQUIREMENTS AND TECHNICAL COMPETENCIES:
Some college preferred. High school diploma, general education degree, or equivalent is required2+ years’ experience in Customer Service, Order Processing, or a related fieldExcellent knowledge of MS Office, including Outlook, MS Word, and MS ExcelWorking experience of relevant computer applications and General Internet useMust be proficient in English written and communication skillsWorking knowledge of ERPWorking knowledge of customer service ticketing systemsStrong written and oral communication skillsHighly motivated and target-drivenPrioritizing, time management and organizational skillsKnowledge of customer service principles and practicesKnowledge of administrative proceduresAbility to type (45-60 WPM)Minimal initial mechanical or automotive experience a plusCall center experience helpful but not requiredInterpersonal skillsProblem analysis and problem-solvingAttention to detail and accuracyData collection and order entry skillsInitiativeWORK ENVIRONMENT AND PHYSICAL DEMANDS:
This job operates in a professional office environment and is typical of a call center operation.This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines and various computer programs.The Client Relations Representative is routinely required to sit, stand, walk, climb stairs, touch, see, and hear; occasionally operate machinery and occasionally lift up to 45 pounds.BendPak Inc. is an equal opportunity employer. Applicants are considered for employment without regard to race, religion, creed, color, national origin, ancestry, medical condition (including genetic characteristics), mental and/or physical disability or handicap, marital status, sex, age, veteran status, citizenship status, sexual orientation, gender identity, political party preference, political belief, socioeconomic status, familial status, registered domestic partner status, military service, pregnancy, childbirth and related medical conditions and any other characteristic or activity protected by federal, state or local law.
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BendPak is one of the world's leading manufacturers of vehicle repair equipment including automotive service lifts, parking lifts (car stackers), tire changing machines, wheel balancers, and wheel alignment systems. The BendPak family of brands are globally recognized as badges of quality. At BendPak, we're always searching for motivated individuals looking to apply and expand their talents. BendPak team members enjoy a fast-paced, challenging environment that rewards passion and hard work. Many of our devoted employees have been here for over twenty years and have risen through the ranks to build lucrative and influential careers. We give every employee the personal latitude to direct their own professional development.JOB SUMMARY:
The BendPak Sales team requires an enthusiastic and attentive representative with a talent for generating excitement about BendPak and Ranger’s extensive line of Automotive Service Equipment. The successful candidate will play a fundamental role in achieving our ambitious customer acquisition and revenue growth objectives. You must be comfortable making dozens of calls per day, qualifying prospects, maintaining relationships, and processing orders. The Representative will assist the Customer Service department through the use of FreshDesk Ticketing software. The Representative will also communicate with end-users and Service Centers via email and phones to obtain updates and status of repairs done to the product.KEY RESPONSIBILITIES:
Understand customer needs and requirementsRoute qualified opportunities to the appropriate sales team member(s) for further development and closureMaintain and expand your database of prospects to follow up and maintain an ongoing relationship withDeal directly with domestic customers either by telephone or electronicallyRespond promptly to domestic customer inquiriesHandle and resolve customer issuesObtain and evaluate all relevant information to handle inquiries and complaintsProcess orders, forms, applications, and requestsDirect requests and unresolved issues to the designated department or managerKeep records of customer interactions and transactionsRecord details of inquiries, comments, and complaintsKeep up to date with product and service changes as they occurCommunicate and coordinate with internal departmentsFollow up on domestic customer interactionsIntake tech support queue callsCreate and assign new tickets using Freshdesk to agents in Customer ServiceFollow up emails and calls to all end-users and service centersProcess website inquiries via email when neededAssist Customer Service with miscellaneous emails and inquiriesInput parts orders into SX.eEnter all warranty registrations into SX.eFamiliar with Freight Carriers and Shipping ProcessesAbility to maintain organized work station and process with excellent follow upREQUIREMENTS AND TECHNICAL COMPETENCIES:
Some college preferred. High school diploma, general education degree, or equivalent is required2+ years’ experience in Customer Service, Order Processing, or a related fieldExcellent knowledge of MS Office, including Outlook, MS Word, and MS ExcelWorking experience of relevant computer applications and General Internet useMust be proficient in English written and communication skillsWorking knowledge of ERPWorking knowledge of customer service ticketing systemsStrong written and oral communication skillsHighly motivated and target-drivenPrioritizing, time management and organizational skillsKnowledge of customer service principles and practicesKnowledge of administrative proceduresAbility to type (45-60 WPM)Minimal initial mechanical or automotive experience a plusCall center experience helpful but not requiredInterpersonal skillsProblem analysis and problem-solvingAttention to detail and accuracyData collection and order entry skillsInitiativeWORK ENVIRONMENT AND PHYSICAL DEMANDS:
This job operates in a professional office environment and is typical of a call center operation.This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines and various computer programs.The Client Relations Representative is routinely required to sit, stand, walk, climb stairs, touch, see, and hear; occasionally operate machinery and occasionally lift up to 45 pounds.BendPak Inc. is an equal opportunity employer. Applicants are considered for employment without regard to race, religion, creed, color, national origin, ancestry, medical condition (including genetic characteristics), mental and/or physical disability or handicap, marital status, sex, age, veteran status, citizenship status, sexual orientation, gender identity, political party preference, political belief, socioeconomic status, familial status, registered domestic partner status, military service, pregnancy, childbirth and related medical conditions and any other characteristic or activity protected by federal, state or local law.
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