Maintain an accurate account of incoming telephone calls.
Operate computer terminal (Oracle, 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:
Minimum 5+ years Genie Customer Service Experience and/or Six Sigma Green Belt required.
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.
