BBQ Customer Service Representative

Job Description

Job Description

Captivate Brands USA, Inc. is looking for a BBQ Grill customer service representative. This Customer Service position requires a person that is genuinely excited to help customers. The candidate must be patient, empathetic, and passionately communicative. They must understand the value of good communication skills. A quality customer service representatives can put themselves in their customers’ shoes and advocate for them when necessary. Customer feedback is priceless, and the CSR needs to gather that information for Captivate Brands. Problem-solving and question asking is a must as to ensure that the actual issues are diagnosed and handled properly. The CSR needs to be confident at troubleshooting and investigate if they don’t have enough information to answer customer questions or resolve customer issues and concerns.

The target is to ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction.

Responsibilities

Customer Service Responsibilities list:

• Manage large amounts of incoming phone calls & emails
• Accurately address the issue and enter orders into our warehouse/parts systems
• Build sustainable relationships and trust with customers through open and interactive communication
• Provide accurate, valid, and complete information by using the suggested and taught methods & tools
• Handle customer complaints, provide appropriate solutions and alternatives.
• Keep records of customer interactions, process customer accounts and file documents
• Follow communication procedures, guidelines, and policies
• Take the extra mile to engage customers and ask for positive reviews
• Some light to medium lifting (5-30lbs) may be required
• Some light warehouse work, location of spare parts, packaging / boxing of the spare parts.
• BBQ grill assembly and diagnostics
• Some social media posting and account maintenance may be required
• Travel with team to trade shows and customer presentations

Requirements and skills

• Dependable, punctual and responsible
• Proven customer support experience or experience as a Client Service Representative
• Comfortable in both office and warehouse environments
• Works well in a team environment & independently
• Follow instructions and adapt to ever changing market environment
• Google Workspace and Microsoft Office proficient
• Social Media Skills and Experience
• Clarity, strong diction, and active listening skills
• Familiarity with CRM style systems and practices
• Customer oriented and ability to adapt/respond to different types of characters
• Excellent communication and problem-solving skills
• Ability to multi-task, prioritize, and manage time efficiently
• Must be available for business travel / trade shows, customer presentation assistance
• Ability to travel to trade shows and customer presentations, assemble booths and BBQ grills
• High school diploma