Customer Service Representative

Description

A Customer Service Representative is responsible for delivering exceptional post-sale support to customers at Vintage King. This role handles customer cases with professionalism and a solutions-oriented approach, turning less-than-ideal experiences into opportunities to retain customers as promoters. Key requirements include achieving a high level of customer satisfaction while resolving cases efficiently and cost-effectively in alignment with team processes and standards. 

Essential Duties and Responsibilities include the following. Other duties may be assigned. 

• Communicate with customers, vendors and colleagues clearly and effectively via phone, email and chat 
• Analyze customer information to quickly identify and deliver appropriate solutions 
• Process post sale Customer Service Cases end to end, providing a positive customer experience 
• Execute warranty, return, and repair case workflows in accordance with established processes 
• Adhere to Vintage King policies regarding vendor costs and responsibilities under various damage or defect scenarios
• Collaborate with team members and cross-functional departments to resolve cases and share process insights
• Report case updates, roadblocks, and progress to the Customer Service Manager
• Provide full pre-sale support to 1-2 sales representatives including assistance with creating items, quotes, orders, shipment requests, and updating customers as needed
• Provide escalation support to Sales Team for pre-sale processing issues such as payments, fraud checks, and shipping ? Provide back up support for pre-sales functions of Sales Operations Manager
• Other duties to be assigned by Customer Service Manager

Requirements

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

• Associate's degree (A. A.) or equivalent from two-year college or technical school; or two to five years related experience and/or training; or equivalent combination of education and experience.
• Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.
• Ability to add and subtract two digit numbers and to multiply and divide with 10's and 100's. Ability to perform these operations using units of American money and weight measurement, volume, and distance.
• Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations.
• To perform this job successfully, an individual should have knowledge of Database software; Internet software; Spreadsheet software and Word Processing software.

Job Type: Full-time

Hourly: $18-$20 based on experience

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 2 years

Shift:

• Day shift

Weekly day range:

• Monday to Friday

Work setting:

• In-person

Ability to commute/relocate:

• Troy, MI 48084: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Customer service: 2 years (Preferred)

Work Location: In person