Customer Service Representative
: Job Details :

www.geniecompany.com* Respond to customer's inquiries and/or complaints regarding the company's product or services.* Respond to calls on a daily basis, incoming and/or call-backs.* Determine best method (s) to resolve problems to ensure customer satisfaction and adhere to company policies* Inform customers of procedures and resolutions of problems.* Provide follow-up to ensure customer satisfaction.* Provide guidance and support to Lewisville CSR's.* Assist upper-management in delegating routine office work.* Essential Duties and Responsibilities:* Maintain an accurate account of incoming telephone calls.* Operate computer terminal (JDE, Right Fax and/or other applicable programs as designated by specific job responsibilities) to order parts, enter service history and provide shipping/receiving dates.* Process credit card, check and in-warranty orders.* Track packages/shipments through carrier.* Provide detailed explanation of company policy and procedures in respect to warranty.* Investigate and respond to customer order/billing inquiries and process credits if necessary.* Take, investigate and solve customer complaints.* Interface with dealers to solve customer problems.* Provide non-warranty sales and/or service referrals for product, authorized service dealers or distributors.* Mail/fax/email sales literature and service information to customers.* Provide follow-up with customer, retail store, distributors and/or dealer as necessary.* RightFax acknowledgement of credits and invoices. Mail rejections of RightFax.Skills/Experience Requirements:* Customer Service Experience* Exceptional telephone communication and problem solving skills. Basic computer skills, including data entry, Excel, Word, Power Point and Lotus Notes. Must be capable of handling advanced customer complaints in a satisfactory manner.Education Requirements:* High School Diploma or Equivalent.