Customer Service Representative

We are a family-owned automotive parts company based in Michigan, USA (headquarters), and Ontario, Canada. Our company specializes in custom-painted car parts for consumers. Additionally, we sell unpainted auto parts, such as headlights and grilles. The company currently has a combined total of over 60 employees and is looking to grow even further. The company website is Click to view/.

Position Summary
The role of a Customer Service Representative is to help customers with all inquiries before and after placing their orders through calls, emails, chats, texts, social media, or in person. A Customer Service Representative also handles concerns, complaints, and other issues. Their goal is to ensure customer satisfaction throughout their entire interaction with the company.

Overview
Collaborate well with team members in a fast-paced environment.
Interact with employees in both locations.
Learn to use platforms like Shopify, Ring Central, and Gorgias to complete tasks and answer calls.
Learn to identify customer needs or desires to recommend the appropriate product or service.
Develop a good understanding of the products we supply to answer customers’ questions accurately.
Provide written communication to customers that is free of spelling and grammatical errors.
Work with colleagues when necessary to resolve customer complaints by providing solutions promptly to ensure customer satisfaction.
Strong organizational skills.
Provide answers to all customer inquiries and requests and conduct follow-ups on time.

Roles & Responsibilities
Respond to customer inquiries and assist them with placing their orders.
Provide information regarding parts and give quotations.
Update customers regarding order statuses.
Assist customers with tracking their shipments.
Resolve order issues and reach out to customers regarding their orders.
Updating orders and sending customer invoices.
Issuing refunds and following up with customer concerns.
Contacting dealerships and shipping companies to facilitate the order process for customers.
Responding to reviews and questions.
Keeping track of orders to ensure the orders are fulfilled on time.
Fulfilling local orders.
Maintain files, documentation, and databases.
Other Duties as assigned.

First 4 weeks (training period) would be 9am – 5pm Eastern Standard Time shift
After the training period, would switch to 12pm – 8pm Eastern Standard Time shift

Requirements
Bachelor’s Degree
Strong communication and interpersonal skills.
Strong verbal and written skills.
A minimum of 55 words per minute.
Minimum internet speed of 50 Mbps.
Headset.
Webcam.
Proficient with Microsoft Office and other Office applications.
Works and communicates well individually and in a team environment.
Excellent organization and prioritization skills.
Time management skills to multitask in a high volume, rapidly changing work environment.