Now Hiring - Call Center Customer Service Specialist in Agoura Hills, CA

POSITION/TITLE: Call Center Customer Service Specialist

DEPARTMENT: Sales

REPORTS TO: Director, CA Call Center

ABOUT BENDPAK:

BendPak is one of the world's leading manufacturers of vehicle repair equipment including automotive service lifts, parking lifts (car stackers), tire changing machines, wheel balancers, and wheel alignment systems. The BendPak family of brands are globally recognized as badges of quality. At BendPak, we're always searching for motivated individuals looking to apply and expand their talents. BendPak team members enjoy a fast-paced, challenging environment that rewards passion and hard work. Many of our devoted employees have been here for over twenty years and have risen through the ranks to build lucrative and influential careers. We give every employee the personal latitude to direct their own professional development.

JOB SUMMARY:

The BendPak Sales team requires an enthusiastic and attentive representative with a talent for generating the excitement of BendPak and Ranger’s extensive line of Automotive Service Equipment. The successful candidate will play a fundamental role in achieving our ambitious customer acquisition and revenue growth objectives. You must be comfortable with making dozens of calls per day, qualifying prospects, maintaining relationships and processing orders. The Representative will assist the Customer Service department through the use of FreshDesk Ticketing software. The Representative will also communicate with end-users and Service Centers via email and phones to obtain updates and status of repairs done to the product. Offers other miscellaneous assistance to the Customer Service team on emails and inquires if needed.

KEY RESPONSIBILITIES:

• Understand customer needs and requirements
• Route qualified opportunities to the appropriate sales team member(s) for further development and closure
• Maintain and expand your database of prospects to follow up and maintain an ongoing relationship with
• Deal directly with domestic customers either by telephone or electronically.
• Respond promptly to domestic customer inquiries
• Handle and resolve customer issues
• Obtain and evaluate all relevant information to handle inquiries and complaints
• Process orders, forms, applications, and requests
• Direct requests and unresolved issues to the designated department or manager
• Keep records of customer interactions and transactions
• Record details of inquiries, comments, and complaints
• Keep up to date with product and service changes as they occur
• Communicate and coordinate with internal departments
• Follow up on domestic customer interactions
• Intake tech support queue calls
• Create and assign new tickets using Freshdesk to agents in Customer Service
• Follow up emails and calls to all end-users and service centers
• Process website inquiries via email when needed
• Assist Customer Service with miscellaneous emails and inquires
• Input parts orders into SX.e
• Enter all warranty registrations into SX.e
• Familiar with Freight Carriers and Shipping Processes
• Ability to maintain organized workstation and process with excellent follow up

REQUIREMENTS AND TECHNICAL COMPETENCIES:

• Some colleges preferred. High school diploma, general education degree, or equivalent is required
• 2+ years experience in Customer Service, Order Processing or related field
• Excellent knowledge of MS Office, including Outlook, MS Word and MS Excel
• Working experience of relevant computer applications and General Internet use
• Must be proficient in English written and communication skills
• Working knowledge of ERP
• Working Knowledge of customer service ticketing systems
• Strong data entry skills
• Strong written and oral communication skills
• Bilingual in Spanish a plus
• Professional demeanor
• Comfortable performing repetitive tasks
• Highly motivated and target-driven
• Prioritizing, time management, and organizational skills
• Knowledge of customer service principles and practices
• Knowledge of administrative procedures
• Ability to type (45-60 WPM)
• Minimal initial mechanical or automotive experience a plus
• Call Center experience is helpful but not required
• Interpersonal skills
• Listening skills
• Problem analysis and problem-solving
• Attention to detail and accuracy
• Data collection and order entry skills
• Customer service orientation
• Adaptability
• Initiative

WORK ENVIRONMENT and PHYSICAL DEMANDS:

• This job operates in a professional office environment and is typical of a call center operation.
• This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines, and various computer programs.
• The Client Relations Representative is routinely required to sit, stand, walk, climb stairs, touch, see, and hear; occasionally operate machinery and occasionally lift up to 45 pounds.

BendPak Inc. is an equal opportunity employer. Applicants are considered for employment without regard to race, religion, creed, color, national origin, ancestry, medical condition (including genetic characteristics), mental and/or physical disability or handicap, marital status, sex, age, veteran status, citizenship status, sexual orientation, gender identity, political party preference, political belief, socioeconomic status, familial status, registered domestic partner status, military service, pregnancy, childbirth, and related medical conditions and any other characteristic or activity protected by federal, state or local law.

Job Type: Full-time

Pay: $17.00 - $22.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• Day shift
• Monday to Friday

Supplemental pay types:

• Bonus pay

Ability to commute/relocate:

• Agoura Hills, CA 91301: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Call center: 2 years (Required)
• Customer service: 2 years (Required)

Work Location: In person