Now Hiring - Professional Services Customer Service Representative in Mooresville, NC

Factory Cleaning Equipment by Jon Don, located in Mooresville NC is seeking to add a new member to our growing Customer Service team. The primary role of the Customer Service Representative (CSR) is to interact with our customers, addressing their concerns by using active listening skills & providing quick, accurate resolutions. This role is critical to our business as the CSR is the front line of support to both our internal & external customers. How we listen & respond at each touchpoint shows what matters to our customer, matters to us. Our goal is when a customer contacts us they are met with professionalism, responded to efficiently & well cared for throughout each interaction.

The CSR is an ambassador of the company and oftentimes, our one chance to make a good first impression with our customers. A successful CSR will “own” each interaction in order to provide world class service. The Customer Service team assists through phone, email, chat support & the occasional in-person inquiry.

Our Customer Service Team’s mission is simple: we have the courage to start with our customer. We promise to listen, learn & respond with humility & in hopes to improve our customer's experience with cleaning their floors.

Duties and Responsibilities:

• Resolve customer requests & concerns or forwarding to the appropriate department or sales member.

• Establish & maintain customer accounts by recording account information into our CRM (Salesforce).

• Facilitate relationships with customers, help drive sales by upselling & create memorable experiences that boost loyalty.

• Provide appropriate & correct information to customers regarding order status & product information.

• Handle all interactions with a positive attitude, even when faced with misplaced criticism or frustration.

• Assist customers order & return products and assist them in assembling or repairing products by offering advice & troubleshooting steps.

• Collect & analyze feedback from customers, supplying to leadership

• Ability to under promise & over deliver, we want to exceed our customers expectations

• Ensure customer satisfaction & maintain professional customer support

• Place the customer at the center of the customer service experience

• Manage and prioritize multiple concerns simultaneously.

The Ideal Candidate:

• MUST be a people person, one who enjoys speaking on the phone
• MUST have at least 1 year of Customer Service experience
• MUST be proficient working a computer, including using multiple screens & systems
• MUST be detail oriented & possess strong communication skills
• MUST have great problem-solving aptitude with the ability to prioritize & multi-task
• Should have the ability to think under pressure, while maintaining organizational skills
• Should be empathetic & conscientious
• Willingness to become familiar with our products and services the company offers
• Previous experience with corporate phone systems a plus
• Previous Inside Sales experience a plus
• Knowledge of Salesforce and QuickBooks a plus
• Bilingual Spanish a plus

Skills:

• Detail Oriented
• Computer Proficiency
• Ability to Multitask
• Answering Phones
• Problem Solving Skills
• Phone Etiquette
• Customer Service
• QuickBooks Software
• Outbound Calling
• Order Processing
• CRM
• Inside Sales

Benefits/Health Plans

• Medical, Dental, and Vision insurance coverage
• Free life insurance for all full-time employees
• Flexible spending accounts
• 401k Program: Jon-Don matches 50% of employee contributions up to 4%
• Paid Holiday and Flex Floater Days
• PTO: 3 weeks within the first year: As State Law Requires
• Sick and Safe time off: As State Law Requires
• Employee Referral Program
• Employee Discounts
• Wellness Perks

Jon-Don, Inc. is an Equal Opportunity Employer, providing equal employment opportunities to all individuals. We recruit, hire, and promote into all job levels the most qualified applicants without regard to race, creed, color, national origin, religion, sex including pregnancy, sexual orientation or gender identity), age, disability or handicap, genetic information including family medical history, citizenship status, alienage or national origin, veteran status, ancestry, marital or family status, military or veteran service, domestic or sexual violence victim status, political affiliation or activities, arrest/conviction record, obesity, HIV/AIDS diagnosis, sexual and reproductive health decisions, or any other protected characteristic under applicable federal, state, and local laws. Jon-Don, Inc. is committed to providing equal employment opportunities that extend to all aspects of employment, including job assignment, compensation, discipline, and access to benefits and training.