Customer Care Specialist (Remote)

Company: Rinnai America Corp
Location: Peachtree City
Posted on: May 16, 2022

Job Description:

Job Description Creating A Healthier Way of LivingRinnai America Corporation is the leader in tankless water heating, a technology that is growing rapidly as businesses and homes "yank the tank" and convert to an efficient, endless supply of hot water and the only tankless water heating manufacturer in the US. We have a commitment to our employees and a strong, accountable culture with a practice of giving back to our communities.Rinnai America Corporation (RAC) is looking for RAC-STARS! We are conducting a TOP TALENT search for Customer Care Representatives. Check out why Rinnai is the hottest place to work https://www.rinnai.us/about/why-rinnai .ROLEThis role would support our consumers and customers by applying Rinnai's "world-class" customer service philosophy to our consumer/customer base. Maintain the professional image of the Company being the first point of contact for customers/ visitors. RESPONSIBILITIES

• Apply Rinnai's "world-class" customer service philosophy to our indirect customer base mainly composed of consumers who inquire about our products.
• Identify and handle the indirect consumer/customer inquiries via telephone, email or any other form of communication, completely, timely, and accurately.
• Provide proper documentation of consumer/customer inquiries within Rinnai's established tracking system to manage customer needs, issues and resolution.
• Identify callers needing assistance from other departments and provide a "one-time" transfer to the appropriate department or individual within the department in the most professionally based standard practice.
• Uses available technologies and/or product literature and follows established processes to ensure accuracy and operational effectiveness in the handling of customer inquires.
• Develop additional skill sets and enhance knowledge of complete Customer Care functions.
• Accurately enter and process all parts orders within the parts order entry system.
• Effectively interact closely with Purchasing in identifying the need and timely ordering of parts to replenish inventory.
• Respond to customer telephone and fax inquiries regarding spare parts availability, pricing, and/or order status to maintain positive levels of service response to our customers.
• Assist customers in determining parts needed.
• Respond to distributor/customer requests for up-to-date parts lists, and pricing.
• Process paperwork timely for parts order credits issued due to shipping damage, incorrect shipments, etc.
• Maintain detailed and current knowledge of the Company's products and parts.
• Embrace and support growing business demands in a changing environment
• Various projects as requested
• Awareness and compliance of Company Policies and Procedures
• Other duties and responsibilities as required KNOWLEDGE
  • High school diploma or equivalent required.
  • Minimum 1 year of customer service experience in a call-center environment
  • Proven experience and knowledge effectively servicing customer base in the multi-channeled working environment.
  • Customer Resolution Techniques to successfully complete customer situations. SKILLS
    • Intermediate computer skills with MS Office experience to be proficient.
    • Confident, professional, courteous telephone techniques
    • Excellent verbal and written communication skills to deliver and interpret information exchange most concisely.
    • Efficient time management skills, with the ability to listen and follow through with appropriate action. ABILITIES
      • Must be able to work rotating shifts between the hours of 8 AM and 8 PM EST including weekends and holidays. Must also be flexible outside of standard shift hours for after-hour on-call needs.
      • Ability to work cooperatively and effectively in a team
      • Build and maintain effective relationships with all levels of staff and customers.
      • Strong customer service orientation
      • Adaptability and flexibility
      • Ability to plan and operate with a minimum of supervision
      • Approachable, able to establish rapportBENEFITS
        • Medical, Dental, Vision, and Prescription
        • Flexible Spending Account (FSA) options for Medical and Dependent Care
        • Paid Time Off (PTO), Floating Holidays (FH)
        • Paid Holidays
        • 401(k) Plan with Company Match
        • Company Paid Life Insurance
        • Voluntary Life Insurance
        • Short- and Long-Term Disability
        • Professional Development
        • Tuition Reimbursement
        • Annual Incentive Plan (AIP)
        • Referral Bonuses
        • Paid Volunteer Community Service Day
        • Tobacco and Drug-Free Campuses

Keywords: Rinnai America Corp, Atlanta , Customer Care Specialist (Remote), Other , Peachtree City, Georgia