Customer Relations Representative

The Customer Relations Representative will serve as the first point of contact for consumers contacting Culligan with questions, to resolve concerns, support order fulfillment, while exceeding customer expectations. The role will serve as an interface between Consumers, Culligan Dealers, and Management to provide a superior level of service. The Rep may also function as an advisor to Management and field sales teams on common end-user issues and support needs.

Responsibilities:

• Services / processes in-bound & outbound calls, emails, and written correspondence.
• Serve as a quick-response resource to end users for urgent service-related assistance. 
• Communicate regular updates to the Culligan support organization.
• Assist with adhoc department responsibilities when required.
• Enter manual orders as required for Dealers, National Accounts, and Retail
• Perform follow-up calls to Consumers / Dealers as required.
• Assist the Office of the President with consumer recommendations to low level complaints.
• Follow-up on “unassigned leads” to identify missing contact information.
• Document process flows when required.
• Perform other duties or tasks as assigned by manager.

Requirements:

• High School Diploma or GED required; Bachelor’s degree strongly preferred.
• 3 + years of customer service experience with 1 year experience managing inbound calls.
• Previous experience working in an Automatic Call Distributor (ACD) environment.
• Technically skilled and comfortable maneuvering between multiple systems
• Proficient with Microsoft Office (Outlook, Excel, Word) – Minimum Excel level 2 – (Intermediate)
• Experience with Customer Service Portals
• Experience with order entry systems - ERP
• Must be flexible to adapt to overtime and shift changes, as needed, to meet the needs of the department.
• Friendly, pleasant phone servicing voice and skills necessary.

Competencies:

To perform the job successfully, an individual should demonstrate the following competencies in this position:

Resourcefulness                       Customer Focus                             Team Player

Passion                                          Integrity                                             Detail Oriented                                                                    

Organization/Planning           Communication oral/written    Listening