Customer Service Specialist

Trak Group

  • Harrison, OH
  • Permanent
  • Full-time
  • 15 days ago
Customer Service RepresentativeQuiet work environment! Join a close-knit, seasoned team with excellent benefits, including pet insurance, available after just 30 days!Why you should work here:
  • Benefits start on the 1st of the month, just 30 days after joining.
  • Work with a small, experienced team that has been together for years.
  • Exciting improvements on the horizon with better benefits, pay, and PTO by year-end.
  • Enjoy a professional and supportive work environment with growth opportunities.
Responsibilities include:
  • Provide exceptional customer service through phone and email communication for both B2B and B2C clients.
  • Enter orders into Acumatica (ERP preferred) and handle order processing, including ship dates, expedited requests, complaints/questions, and follow-up.
  • Troubleshoot mechanical components and provide support to customers regarding pump products and Ginsu Knives.
  • Communicate with internal and external consumers effectively, demonstrating strong phone and email skills.
  • Utilize critical thinking skills to solve problems and manage conflict resolution.
  • Manage large volumes of inbound and outbound calls (25-40+ daily) and utilize email templates efficiently.
  • Identify customer needs, clarify information, research issues, and provide solutions or alternatives.
  • Maintain accurate records of all conversations in the call center database.
  • Participate in training to continuously improve knowledge and performance.
  • Meet personal and team qualitative and quantitative targets.
What you need to succeed:
  • Background: High school diploma or equivalent; previous call center experience preferred.
  • Professionalism: Demonstrated through previous roles.
  • Customer Service Skills: Especially in a B2C call center background with strong phone and email capabilities.
  • Mechanical Aptitude: Comfortable teaching users about pump products and troubleshooting mechanical components.
  • Critical Thinking: Strong problem-solving skills are a must.
  • Software Skills: Proficiency in Microsoft Office Suite, especially Excel; familiarity with CRM systems and Acumatica preferred.
  • Stability: Candidates with at least 2+ years in previous roles preferred (no job hoppers).
  • Personality: Focused, pleasant, self-motivated, and able to leave personal problems at home.

Trak Group