CUSTOMER SERVICE REPRESENTATIVE

Description

The MB Tractor & Equipment Customer Service Representative serves as a key liaison between the company and its customers. This role is responsible for delivering a high-quality customer experience across multiple touchpoints, including phone interactions, post-sale follow-ups, and internal coordination. 

Job Duties & Responsibilities

• Manage inbound and outbound customer calls in a timely and professional manner.
• Identify customer needs through active listening, clarifying questions, and effective communication.
• Provide accurate, thorough, and satisfactory responses to customer inquiries, concerns, and requests.
• Meet or exceed individual and team performance goals while maintaining quality standards.
• Collaborate with team members and other departments to resolve customer issues efficiently.
• Conduct follow-up calls with customers from the prior month across multiple locations to assess satisfaction with sales representatives and overall dealership experience.
• Document customer feedback, equipment details, and follow-up notes in a centralized Excel tracking system.
• Escalate trends, concerns, or recurring feedback to appropriate leadership as needed.
• Accurately list products for sale, including detailed descriptions, specifications, and pricing.
• Upload and manage product photos for online listings.
• Manage  eBay listings, orders, and customer communications related to online sales.
• Maintain accurate inventory records and update systems as required.
• Support the marketing team by assisting with video creation, content development, and promotional materials as needed.
• Perform general office and administrative duties, including document shredding and equipment registration processing.

Requirements

• Previous experience in customer service, call center, or customer support roles preferred; equivalent experience considered.
• Prior experience with e-commerce platforms or online marketplace support preferred.
• Strong verbal and written communication skills with demonstrated active listening abilities.
• Exceptional interpersonal skills with the ability to build rapport across diverse customer types.
• Proficiency with computer systems, including Excel and basic office software.
• Experience using multi-line phone systems.
• Strong customer-focused mindset with adaptability to varying personalities and situations.
• Ability to multitask, prioritize responsibilities, and manage time effectively.
• High School Diploma or equivalent required.