Customer Care Representative

Customer Care Representative

(Hybrid Position - 3 days in office, 2 days remote)

Department: Customer Service and Fulfillment

Reports To: Customer Care Representative - Lead

FLSA Status: Non-Exempt (Hourly)

General Purpose of the Position:

The Customer Care Representative (CCR) is responsible for providing customer support and managing the sales administration process. They will collaborate with various professionals including integrators, resellers, vendors, and internal teams to enable order placement through passive sales processes. Communication is key to the CCR position, and it is essential that they have excellent communication skills and feel comfortable working in a team environment. Tasks can include but are not limited to assisting in order processing, relaying tracking and order information, quoting, checking on order status, and resolving customer issues.

Education, Experience, and Core Competencies (Knowledge, Skills and Abilities) Required:

A high school diploma or GED is required. A college degree or work experience providing transferable skills is a must. CTS certification a plus. Must have at least 3 years of Customer Service Supervisor/Manager experience, Audio/Video or IT industry knowledge helpful. Strong communication, attention to detail, multitasking, and problem-solving skills are required. Willingness to learn and take on new challenges. Ability to work in a team environment and successfully lead a team. Proficient with computers/various programs, video meetings/messaging applications, and Microsoft Office.

Essential Duties and Responsibilities:

• Follow orders from start to completion, including providing tracking, estimated lead times, updates, and revisions.
• Confirm product availability & dealer pricing.
• Work closely with business management and customer service and fulfillment to ensure orders are entered and processed accurately and timely.
• Work with vendors and team members on registering projects and sending quotes.
• Liaise with dealers to update opportunities & follow-up on projects.
• Update and create portal access for dealers, introduce channels of Starin communication.
• Update dealers’ brand franchising, as needed, for their companies’ tiered pricing.
• Maintain the main phone queue line by handling and routing inbound calls.
• Address and resolve customer issues.
• Research and coordinate with other departments to create solutions for dealers’ wants & needs.
• Build an open-communication environment with both dealers and manufacturers.
• Partner with outside sales (Key Account Managers and Regional Sales Managers) on key accounts.
• Perform other duties as requested, directed or assigned

Physical Demands:

• Required to sit for long periods of time
• Infrequent light physical effort required.

Work Environment:

Work is performed in an inside office environment.

Career Path:

The Customer Care Representative has various career paths that could be followed. All Associates are encouraged to have discussions with their supervisor and the Human Resources Department to view job descriptions and requirements for career advancement.