Customer Service Representative - Banks Power
Azusa, CA
About the Job
Turbocharged high-performance engine developer and manufacturer, Banks Power, is looking for an experienced Customer Service Representative, where you will engage with our ambitious team to deliver world-class service. You will ensure positive customer experiences by addressing inquiries and resolving issues efficiently. This role is pivotal in maintaining our reputation for exceptional customer care.
Main Responsibilities
- Answer incoming calls with professional courtesy in a timely manner, in accordance with established procedures. Ensure that all incoming calls are answered.
- Respond to all customer inquiries (including product warranty issues) via voice-mail, e-mail or text on the same day as received, even if resolution of the issue cannot be immediate. Always keep the customer advised of status of the issue.
- Track and follow up on the progress of each call until resolved, even if the issue has been referred to another company representative or department.
- Gather required and pertinent information from the customer to properly investigate the issue during the initial contact.
- Thoroughly investigate each claim per established procedure to determine its validity and to ensure that the resulting credit or exchange, if any, is correct. Enlist assistance and expertise from other employees and/or departments as necessary.
- Create Activity notes within CRM regarding customer issues.
- Follow company policy regarding the shipment of warranty replacement product to customers. Complete all documentation for customer orders, i.e. shipping method, correct address and appropriate freight amount.
- Follow up weekly on open RMA's and update the status in CRM.
- Other duties assigned.
Qualifications
- Minimum two years' experience in a high-volume in-house customer service call center.
- Ability to quickly build rapport with people and understand their needs.
- Ability to balance the needs of the customer and the business when making decisions.
- Outstanding communication and problem-solving skills.
- Mechanical and technical knowledge of gasoline and diesel trucks and motor homes a plus.
- Ability to speak Spanish a plus.
Actual pay offered to candidates will depend on several factors, including but not limited to, relevant candidates' experience, education, and specific knowledge, skills, and abilities.
Benefits
- Medical, dental and vision insurance
- Company-paid basic life, AD&D and long-term disability insurance
- Employee Assistance Program, a confidential program dedicated to supporting the emotional health and well-being of our employees and their families
- 401(k) and 401(k) matching
- Vacation, Paid Time Off and Sick Leave
Perks
- A family-oriented culture that promotes work-life balance; an incredible and effective leadership team that genuinely cares about its team members
- Open door policy, promote from within
- Veteran-friendly
- Health and wellness program (Wellness Wednesday, Fruit & Fiber Friday, onsite wellness screening and flu shots, massage, instructor-led exercise, etc)
- Employee Service and Recognition Program
- Food Truck Fridays, Holiday Luncheons, Family Fun Day
- Employee Referral Program
- Education Assistance Program
- Celebration of cultural heritage
- Friends & Family discount on our top-line power-enhancing products
- Employee discount programs that help you save on family entertainment and thousands of items
- And much more!
Banks are engine people. In a world of companies making disparate parts, Banks engineers the entire engine, not just high performance parts. The proof of Banks' expertise is its list national championships and world records as well as the biggest military engine contract of the century. Of all the possible options, the U.S. military chose the Banks D866T engine for its high performance and durability. With over 65 years of breakthroughs and patents in high-performance gas and diesel engine development—including turbocharging and drivetrain, Banks has no rival.
To be a leader in aftermarket performance takes a tight-knit group of talented, like-minded people. We look forward to welcoming you to our award-winning team. Learn more about our company and career opportunities at Careers at Banks Power.
Banks Power provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Banks Power complies with applicable state and local laws governing nondiscrimination in employment. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.Positions with Banks Power require access to controlled goods and technologies subject to the International Traffic in Arms Regulations or the Export Administration Regulations. Applicants for these positions may need to be "U.S. Persons," as defined in these regulations. Generally, a "U.S. Person" is a U.S. citizen, lawful permanent resident, or an individual who has been admitted as a refugee or granted asylum.
