<p>www.geniecompany.com</p> <ul> <li>Respond to customer's inquiries and/or complaints regarding the company's product or services. </li><li>Respond to calls on a daily basis, incoming and/or call-backs. </li><li>Determine best method (s) to resolve problems to ensure customer satisfaction and adhere to company policies </li><li>Inform customers of procedures and resolutions of problems. </li><li>Provide follow-up to ensure customer satisfaction. </li><li>Provide guidance and support to Lewisville CSR's. </li><li>Assist upper-management in delegating routine office work. </li><li>Essential Duties and Responsibilities: </li><li>Maintain an accurate account of incoming telephone calls. </li><li>Operate computer terminal (JDE, Right Fax and/or other applicable programs as designated by specific job responsibilities) to order parts, enter service history and provide shipping/receiving dates. </li><li>Process credit card, check and in-warranty orders. </li><li>Track packages/shipments through carrier. </li><li>Provide detailed explanation of company policy and procedures in respect to warranty. </li><li>Investigate and respond to customer order/billing inquiries and process credits if necessary. </li><li>Take, investigate and solve customer complaints. </li><li>Interface with dealers to solve customer problems. </li><li>Provide non-warranty sales and/or service referrals for product, authorized service dealers or distributors. </li><li>Mail/fax/email sales literature and service information to customers. </li><li>Provide follow-up with customer, retail store, distributors and/or dealer as necessary. </li><li>RightFax acknowledgement of credits and invoices. Mail rejections of RightFax. </li></ul> <p>Skills/Experience Requirements:</p> <ul> <li>Customer Service Experience </li><li>Exceptional telephone communication and problem solving skills. Basic computer skills, including data entry, Excel, Word, Power Point and Lotus Notes. Must be capable of handling advanced customer complaints in a satisfactory manner. </li></ul> <p>Education Requirements:</p> <ul> <li>High School Diploma or Equivalent. </li></ul>