CUSTOMER SERVICE SPECIALIST
Job Description
A Customer Service Specialist will develop and demonstrate the skills, knowledge, and abilities to provide information and resolutions for customers and consumers. Demonstrating the knowledge of and experience in use of K&N's business management software, the Call Center Queue Phone and Email Management software, displaying a solid understanding of the products and services offered by K&N and its brands. Understand how to follow and where to look for department and company procedures and policies, understand how to navigate the company websites, and understand the information provided on the websites.
This is primarily a remote position; however, Customer Service Department team members are required to live within 75 miles of our office in Grand Prairie, TX and come onsite a minimum of once a month and/or whenever asked to by their supervisor, at no cost to the company. All applicants must have reliable transportation so that they are able to meet the requirement of onsite work in Grand Prairie whenever needed or asked.
Essential Duties & Responsibilities
- Data entry is a large part of this position
- Operate and navigate the software programs and tools utilized by K&N’s Customer Service Team
- Identify and provide solutions to issues with orders, returns, and general inquiries, including but not limited to overages, shortages, keying errors, shipping issues, and other concerns
- Provide information and assistance about the products and brands we offer
- Manage inbound calls, live chats, and emails in a timely manner - Escalate calls and emails as appropriate
- Provide information or make sales directly to customers via the telephone, through email, or via chat messages
- Respond to customer queries with information about products and services
- Other duties as assigned