We need an enthusiastic individual who can listen to customer service issues and then offer a unique and innovative solution to each problem. The successful candidate for this role will have a strong command of the company's customer service policies, effectively communicate issues and solutions, and be well-trained in product knowledge that can be critical for offering quick and accurate assistance to customers. The Customer Service Representative is responsible for a specific customer account package. Answering phone calls from our toll free line and emails from customers and direct sales.

Major Responsibilities:

• Direct processing and order entry of customer parts and generators into ERP system.
• Coordinate customer service department functions and provide a high level of service including expediting deliveries, complaints and general inquiry.
• Responsible for maintaining a high level of professionalism with clients and working to establish a positive rapport with every caller
• Answer phone calls and assist with troubleshooting Technical issues.
• Be able to get to the root of a customer’s problem quickly through a series of structured questions and actions.
• Assign and escalate technical issues with engineering, marketing, warranty, or sales as needed.
• Participation in audit reviews, GEMBA walks, and daily management of the department.
• Participate in process improvement initiatives where needed, with the goal of developing world-class customer service.
• Collaborate directly with supervisors and operations staff as needed on special requests, to resolve unusual or complex customer challenges and troubleshooting.
• Ability to handle multiple cases
• Act as a liaison to identify product or replacement parts as needed.
• Participate in regular meetings with supervisor to offer constructive recommendations to problems, discuss opportunities and understand individual and department needs.
• Actively participate in ongoing Regal and Customer Service training.
• Adhere to guidelines and provide support of procedural documentation including creation, maintaining, and retiring out-of-date documents.

• Must be 18 years of age or older
• High school diploma/GED required (Associate degree in a business related field preferred)
• Ability to remain professional and courteous with customers at all times
• Excellent verbal and written communication skills
• Advanced problem solving skills
• Proficiency in Microsoft Excel
• 5+ years of previous customer service experience