Riddell Hiring for Customer Care Representative Job at North Ridgeville, OH Full Time

The Customer Care Representative position provides prompt and courteous support to our individual customers by answering requests concerning products, shipments and deliveries. The Customer Care Representative addresses all customer inquiries and complaints with the highest degree of professionalism and product knowledge. This position is in an extremely, customer-focused area and requires a positive individual who can give our customers confidence in our products, people and processes. The Customer Care Representative presents a sincere commitment to servicing the customer to the highest quality possible. Position is based in North Ridgeville, OH. Hybrid.

ESSENTIAL DUTIES AND RESPONSIBILITIES (other duties as assigned)

• Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.
• Check to ensure that appropriate changes were made to resolve customers’ problems.
• Refer unresolved customer grievances to designated departments for further investigation.
• Confer with customers by telephone in order to provide information about products and services, to take orders or to obtain details of complaints.
• Answers consumer inquiries by clarifying desired information, researching and providing information.
• Assisting consumers in identifying best product choices
• Resolves issues by clarifying problems, exploring answers and alternative solutions and implementing the best solution.
• Enters order data.
• Continually maintains a thorough knowledge of all company products, catalog contents and promotional items
• Troubleshoots orders and shipping complications.
• Researches and resolves payment and refund issues.
• Strives for single call resolution of issues.
• Contact customers in order to respond to inquiries or to notify them of claim investigation results and any planned adjustments.
• Compare disputed merchandise with original requisitions and information from invoices and prepare invoices for returned goods.
• Recommend improvements in products, packaging, shipping, service, or billing methods and procedures in order to prevent future problems.
• Understands company production processes and convey those processes to the customer.

QUALIFICATIONS

To perform this job successfully, an individual must be able to satisfactorily perform each essential duty and responsibility listed above. The job requirements and physical demands listed below are representative of the required knowledge, skill, and/or ability to perform the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties and responsibilities.

JOB REQUIREMENTS

• Authorized to work in the U.S.
• High school degree or equivalent required.
• Associate degree in Business, Communications or related field desirable.
• Minimum two-five (2-5) years customer service, help desk or call center experience required.
• Proficient with MS Office applications, primarily Excel and Outlook.
• SAP experience desirable.
• Basic knowledge of sports and the associated equipment used with each individual sport is desirable.
• CRM experience desirable (Customer Relationship Management)

SKILLS

• Excellent customer-relations skills.
• Ability to multitask (handle the pressure!)
• Ability to service high call volume
• Excellent verbal, written and interpersonal communication skills.
• Ability to maintain a high level of energy.
• Strong articulation and voice clarity skills.
• Solid comprehension, listening and negotiating skills.
• Excellent intuitive, analytical and problem-solving skills.
• Strong teamwork skills with the ability to establish and maintain positive and effective working relationships.
• Strong task prioritization skills.
• Strong customer service focus.
• Careful attention to detail and accuracy.