Customer Service Representative - Chat and Email
FNA Group
- Mesquite, TX
- Permanent
- Full-time
- Responsible and authorized to communicate and research technical questions and knowledge of all FNA Group outdoor power equipment products.
- Research, gain knowledge and understanding of competitor products.
- Manage consumer interactions professionally, efficiently and with good communication skills.
- Communicate with clients and exhibit empathy when appropriate.
- Leverage superior product technical knowledge and resources to resolve consumer product questions, thereby avoiding unnecessary service calls.
- Effectively present and make recommendations on products; conveying quality, integrity and a superior understanding and delivery of consumer needs.
- Accurately document customer interactions, comments and details with limited errors.
- Provide back-up support for other areas as necessary.
- Communicate with and support our National and Assistant Service Managers with customer inquiries which may come up.
- Working mechanical knowledge, including the use of tools.
- Ability to understand/read equipment drawings and look up parts in Illustrated Parts Lists (IPLs).
- Ability to apply effective intermediate computer skills, including live chat, and Microsoft Office applications such as Word and Excel.
- Detail oriented with a focus on quality and accuracy; ability to multitask.
- Good typing speed with proper spelling and use of grammar.
- Strong attention to detail with excellent written and verbal communication skills.
- Familiarity with small engine maintenance and repair with pressure washer experience a big plus.
- Customer Engagement Center experience a plus.
- Bilingual communication skills in Spanish and English is a plus.