Customer Service Representative (ONSITE) - Hoover & Strong

Customer Service Representative (ONSITE)

Starting Hourly Rate: $18, based on experience

Position Overview: The customer service team works with customers via phone, email and chat to place orders, provide information in response to inquiries about products and services, and handle and resolve complaints. A good fit for this role is someone with a strong ability to multitask, a passion for continuous learning, and the aptitude to think quickly when problem solving.

Job Responsibilities: Customer Service and Data Entry

Order Entry and Sales – 60%

• Consistently answers the average percentage of inbound calls and chats 25% - 26% of incoming calls per month, enters the average percentage orders and line items and finalizes an average amount of pending credits.
• Provide knowledge of over 30,000 products and services offered. Must be able to clarify requests, answer questions and provide information on promotions, products and pricing.
• Process data entry of orders email and promptly submits ship date requests.
• Send, receive and file contracts and forms for new account or changes to accounts.
• Respond to chats and emails in a timely and professional manner insuring proper grammar, as well as clear and concise responses.
• Demonstrates good faith efforts to establish new customers, conducting 5 calls per prospective customer 5% of the time. Builds rapport with customers; communicates delivery delays and price changes within a week.
• Upsells current customers on products that we offer that they do not currently buy.

Communication and Listening - 40%

• Must communicate with a naturally friendly, upbeat and helpful tone.
• Keep records of all customer interactions and handle complaints, settle disputes, and resole grievances and conflicts, or otherwise negotiate with customers while exhibiting patience and resilience.
• Other duties as assigned.

Qualifications:

• Requires 2+ years' experience in Customer Service, Inside Sales, or Call Center.
• Requires minimum of High School Diploma/GED; Preferred Associates or Bachelor's Degree.
• Reliable and punctual; shows up for all scheduled work shifts.
• Requires Excellent verbal and written communication abilities - essential to the position
• Requires Minimum typing speed 40 WPM. Requires a solid understanding of weights and measures. IE: Ounce, grams, inches and millimeters along with ability to perform simple math equations.

Essential Physical/Environmental Requirements:

• May be required to perform specific tasks that involve standing, bending, lifting, pushing, pulling, squatting or kneeling
• Must be able to lift with or without mechanical aids on a recurring basis (up to 15 lbs.)
• Finger dexterity and both gross and fine manipulation
• Comprehension of training forms such as Standard Operating Procedures
• Comprehension of orders and ability to answer questions regarding orders to customers

Hoover & Strong, founded in 1912, is a family-owned jewelry manufacturer and refiner that makes over 30,000 eco-friendly and responsibly sourced jewelry products, all made in the USA. Our team of 90 dedicated coworkers have created a family-oriented work environment that encourages sharing of ideas and responsible practices in a Lean Manufacturing factory. Our work ethic is strong. We provide high-quality products and professional services in a comfortable, casual, non-corporate atmosphere with respect and appreciation for one another.

Our comprehensive benefits package includes:

• 23 Days of Paid Days Off (including 14 days Paid Time Off (pro-rated first year) and 9 Paid Holidays)
• Company contribution to your Medical (up to 62%) and Dental (up to 75%)
• Eligibility for 401k, with Company Profit Sharing contributions
• Company paid Life Insurance
• Voluntary Vision and Supplemental Insurance Available
• Performance bonuses and Spot Awards
• Monthly luncheons, cookouts and other fun activities
• Week days only, no shift work

All applicants must complete the online application. We cannot accept resumes without the online application. Candidates must pass an extensive background check, credit, criminal and drug screen; in addition, all candidates must be willing to adhere to a metal-free dress code policy and no cell phones.

Hoover & Strong, Inc. is committed to creating a diverse environment and is proud to be an equal opportunity employer.