Benefits:

401(k) matching

Paid time off

Captivate Brands USA, Inc. is looking for a BBQ Grill customer service representative. This Customer Service position requires a person that is genuinely excited to help customers. The candidate must be patient, empathetic, and passionately communicative. They must understand the value of good communication skills. A quality customer service representatives can put themselves in their customers’ shoes and advocate for them when necessary. Customer feedback is priceless, and the CSR needs to gather that information for Captivate Brands. Problem-solving and question asking is a must as to ensure that the actual issues are diagnosed and handled properly. The CSR needs to be confident at troubleshooting and investigate if they don’t have enough information to answer customer questions or resolve customer issues and concerns.

The target is to ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction.

Responsibilities

Customer Service Responsibilities list:

Manage large amounts of incoming phone calls & emails

Accurately address the issue and enter orders into our warehouse/parts systems

Build sustainable relationships and trust with customers through open and interactive communication

Provide accurate, valid, and complete information by using the suggested and taught methods & tools

Handle customer complaints, provide appropriate solutions and alternatives.

Keep records of customer interactions, process customer accounts and file documents

Follow communication procedures, guidelines, and policies

Take the extra mile to engage customers and ask for positive reviews

Some light to medium lifting (5-30lbs) may be required

Some light warehouse work, location of spare parts, packaging / boxing of the spare parts.

BBQ grill assembly and diagnostics

Some social media posting and account maintenance may be required

Travel with team to trade shows and customer presentations

Requirements and skills

Dependable, punctual and responsible

Proven customer support experience or experience as a Client Service Representative

Comfortable in both office and warehouse environments

Works well in a team environment & independently

Follow instructions and adapt to ever changing market environment

Google Workspace and Microsoft Office proficient

Social Media Skills and Experience

Clarity, strong diction, and active listening skills

Familiarity with CRM style systems and practices

Customer oriented and ability to adapt/respond to different types of characters

Excellent communication and problem-solving skills

Ability to multi-task, prioritize, and manage time efficiently

Must be available for business travel / trade shows, customer presentation assistance

Ability to travel to trade shows and customer presentations, assemble booths and BBQ grills

High school diploma