Customer Service Specialist
Trak Group
- Harrison, OH
- Permanent
- Full-time
- 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.
- 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.
- 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.