Job Description

COMPANY OVERVIEW:

NuWave, LLC is a fast-paced, growing company that is motivated to provide consumers with the best products, at the best available price. We take tremendous pride in our products and look forward to developing the next generation of ecologically-sound, value-driven resources for our community. We are the makers of the NuWave Oven, and the NuWave Precision Induction Cooktop (PIC), and have grown to become a leader in both the DRTV, and the retail industry. NuWave’s headquarters are in the Greater Chicago Area, and began as a components manufacturer under the name Hearthware Home Products in 1993. As creators of the #1 countertop oven (NuWave Oven), and the #1 induction cooktop (NuWave Precision Induction Cooktop), we have sold over 12 million pieces of those two products alone. Our products market heavily on the improved quality of the food, as well as, the ability to make cooking easier.

A product of innovation, creativity and hard work, NuWave built its success from the ground up. Starting with a customer service department with two people answering the phone and three people processing orders, we have grown to a full size call center and warehouse with hundreds of employees. Our expert culinary team is headed by an in-house executive chef and is pushing the envelope with advancements in customer interaction and a growing presence in social media. As we continue to put forth new and exciting advancements, we live by the same ideals and one steady goal: helping our customers to live well for less. We take tremendous pride in our products and look forward to developing the next generation of ecologically-sound, value-driven resources for our community.

POSITION OVERVIEW:

The Customer Service Representative should be a motivated self-starter with a passion for serving customers as a customer service representative. The NuWave customer service candidate must be a responsible person. The candidate must be customer focused, dependable, passionate, reliable, energetic, flexible, versatile, a team player, organized, & willing to work in a changing fast-paced environment.

CSR DUTIES & RESPONSIBILITIES INCLUDE, BUT ARE NOT LIMITED TO:

• Responsible for communicating with our customers via phone calls, faxes, chat & e-mails.

• Must be able to handle large volumes of phone calls (inbound & outbound).

• Responsible for placing orders, handling refunds & setting up warranty replacements.

• Must be able to provide knowledgeable answers to questions regarding products and pricing.

• Needs to be able to help our customers navigate the company’s websites & placing online orders.

• Responsible in assisting customers with order status questions, resolving returns, shipping inquiries & disputes.

• Responsible for troubleshooting the product & for saving the sale.

• Must be able to handle escalated calls.

• Responsible for taking payment information & other pertinent order information such as addresses & phone numbers.

• Must document all call & e-mail information according to standard operating procedures.

• Responsible for reporting any trending issues to the customer service leadership team & any other NuWave departments that require notification.

• Must perform other related duties as assigned by the Manager of Customer Service.

CSR KEY SKILLS:

• Excellent customer service & sales skills.
• Highly developed sense of integrity and commitment to customer satisfaction.
• Proficient in computer applications.
• Knowledgeable of customer service principles & practices.
• Good verbal & written communication skills.
• Good phone & listening skills.
• Problem analysis & problem-solving skills.
• Adapt to change, have a tolerance for stress & possess an attention to detail.
• Ability to work well alone & also within a team.
• Punctual & have good time management skills.
• Active, self-motivated, a quick learner, & an innovative person.
• Ability to make strong business decisions.

CSR QUALIFICATIONS AND REQUIREMENTS:

• Must be able to work from 7:30 am until 4:30 pm, Monday through Friday.
• Must have basic MS office, computer & internet knowledge/skills.
• Must be able to type 30+ WPM (words per minute).
• Must be 18 years or older.
• Bi-lingual in Spanish is a plus but not required.

BENEFITS:

• Health Insurance
• Monthly Bonus Infrastructure

Job Type: Full-time

Company Description

NuWave, LLC is a fast-paced, growing company that is motivated to provide consumers with the best products, at the best available price. We take tremendous pride in our products and look forward to developing the next generation of ecologically-sound, value-driven resources for our community. We are the makers of the NuWave Oven, and the NuWave Precision Induction Cooktop (PIC), and have grown to become a leader in both the DRTV, and the retail industry.. As creators of the #1 countertop oven (NuWave Oven), and the #1 induction cooktop (NuWave Precision Induction Cooktop), we have sold over 15 million pieces of those two products alone. Our products market heavily on the improved quality of the food, as well as, the ability to make cooking easier.