Customer Service Representative
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Job Description
Customer Service Representative supporting RealTruck truck, Jeep, Bronco, and off-road accessory customers. Resolving product, warranty, installation, and technical issues across phone, email, chat, and social media.
Responsibilities:
- Provide front-line product support in a friendly, approachable, and professional manner
- Respond to customer inquiries and issues through phone, email, chat, and social media
- Provide accurate and timely assistance with product-related problems and inquiries
- Handle high-volume inbound customer touchpoints across all channels
- Address installation, technical, product condition, out-of-box, hardware, warranty, and general product information issues
- Maintain knowledge of product offerings, functionality, manufacturing processes, updates, trends, and changes
- Educate internal and external customers about product features
- Communicate resolution steps to achieve high customer satisfaction
- Enter warranty no-charge orders resulting from inquiries, claims, and troubleshooting
- Maintain records of customer interactions, transactions, comments, and complaints
- Complete customer transactions, documentation, and warranty data entry promptly
- Collaborate with cross-functional teams to provide product trends and warranty or inbound-touchpoint insights
- Maintain a positive, empathetic, and professional demeanor
- Meet or exceed customer expectations and established product-category goals
- Continuously improve product knowledge, system comprehension, and technical skills through training
- Perform additional assigned duties
Requirements:
- High school diploma is required
- Minimum 1+ years of customer service, hospitality, technical support, or related work experience is required
- 2–5 years of experience preferred
- Experience in CRM is preferred
- Ability to effectively use Microsoft Office Suite, including Outlook, Word, and Excel
- Excellent written and oral communication skills
- Ability to maintain or exceed overall performance with high levels of accuracy
- Ability to demonstrate flexibility and innovation to resolve problematic issues professionally
- Advanced organization, prioritization, and attention to detail skills
- Ability to resolve conflict with ease and compassion
- Ability to work independently or with others in a fast-paced environment with constant interruptions
- Excellent attendance and dependability
- Ability to respond to common inquiries or complaints
- Proficiency with multilateral computer systems and technology
- Flexible schedule with availability to work weekends and holidays
- Ability to solve practical problems and deal with limited standardization
- Ability to interpret written, oral, diagram, or schedule instructions
- Required licenses: None
Benefits:
- Comprehensive medical, dental, and vision health insurance eligibility within 30 days of your date of hire
- Company paid life insurance
- Short- and long-term disability
- Matched 401(k) savings program
- Educational assistance and reimbursement for college, additional skills, and career development
- Big discounts on RealTruck products for employees, family, and friends
- Wellbeing days
- Parental leave
- Referral bonuses
- Exclusive employee discounts on RealTruck products
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