Customer Support Representative

To apply, CLICK HERE.

BBQGuys is America’s online leader for grills and outdoor living products. Their expert product reviews and free outdoor kitchen design services have helped over 750,000 nationwide customers release their inner grill master. With over 20 years in business, 280 brands to choose from and new products being loaded to their site every day, they have something for everyone’s individual needs. BBQGuys is currently celebrating its 11th consecutive year on the INC5000 list of fastest growing businesses as well as the IR500 list of fastest growing online retailers. We are a $150 million-dollar company located in Baton Rouge, Louisiana and we’re seeking top talent to take us to next level and beyond.

(TECH SUPPORT/INSURANCE CLAIMS/SHIPPING CLAIMS/VENDOR SUPPORT/BUSINESS ANALYST)

About the position:

The Online Sales Resolution Representative will support our customer interfacing representatives (phone and chat representatives) and other members of the sales/marketing/warehouse team by exceeding monthly customer service KPIs while increasing customer satisfaction. This position will be responsible for handling all customer issues services i.e. trouble shooting, returns, cancellations, missing product, damaged products, exchanges, shipping delays, applying discounts etc. through phone, chat and email. Our business is growing and we have 16 full-time openings to fill asap. This role requires excellent reading comprehension and communications skills i.e. both over the phone and email. This role requires heavy outbound calling and emailing to our customers, vendors and shipping providers.


Job duties:  

• Support company directives to promote Legendary Customer Service  

• Wear your smile through the phone  

• Develop strong customer relationships and will be responsible to respond to customers through phone, e-mail and chat  

• Manage the resolution process for all customer related issues

• Make a deliberate display of proficiency by being positive and with a proactive personality in every communication with our customers  

• Inform customers of current promotions and new or updated products  

• Be a communicator at heart, who appreciates how the right words can soothe over the really bad situations  

• Consistently follow-up on our support funnel to close support tickets and offer assistance to our customers in the buying process  

• Saving sales by providing product and technical information in a timely manner  

• Determine customer requirements and expectations in order to recommend specific products and solutions  

• Recommend alternate products based on cost, availability or specifications  

• Present price, credit and terms in accordance with standard procedures and customers’ profitability profiles  

• Accurately process customer transactions such as orders, quotes or returns  

• Provide accurate information regarding availability of in-stock items  

• Obtain accurate information from vendors relating to shipment dates and expected date of delivery

• Proactively recommend items needed by customers to increase customer satisfaction and improve transaction profitability (JUST ONE MORE CONCEPT)

• Educate customers about terminology, features and benefits of products in order to improve product related sales and customer satisfaction

• Monitor scheduled shipment dates to ensure timely delivery and expedite as needed  

• Contact customers following sales to ensure ongoing customer satisfaction and resolve any complaint  

• Remain current on consumer preferences, changes in local codes and product developments by attending sales meetings, vendor training and trade shows, or reading trade journals  

• Setup and maintain customer files  

•Identify trends in customer satisfaction or dissatisfaction  

• Manage time effectively, meet personal goals and work effectively with other members of the OSR team  

• Communicate to the purchasing department unexpected increases or decreases in demand for products  

• Maintain proficiency in using computer systems, phone systems and other common office equipment and software  

• Follow company policies and procedures  

• Present a professional image at all times to customers and vendors  

• Assist customers with any problem that might arise  

• Perform other duties as assigned.  


Microsoft

Office Proficient- Word, Excel, etc.

· $18/Per Hour

· Comprehensive 5-7-week training program

· 8am to 4:30pm (can change due to current business needs)

· Opportunity to advance to OSR 2 based on job performance

· Benefits after first of the month following 60 days, 401K after one year of full-time employment, and many more perks

• Required to work maximum 40-hour work week

• Business hours are from 7AM – 9PM M-F, 8:30AM – 5PM Sat, 9:30AM – 6PM Sun – we assign shifts depending on business needs and shifts can change at any time


Customer Support Representative

BBQGuys

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