Career Opportunities

Opportunities at GOFER

Customer Service Representative (National Accounts)

 

Summary/Objective 

The National Customer Service Representative will have a strong command of the company’s customer service policies, and be well trained in product knowledge that can be critical for offering quick and accurate assistance to customers. The National CSR will provide customers with expert assistance with a wide variety of questions and problems pertaining to the parts needed. This position is responsible to build ongoing business relationships with our customers through repeated contact and consultation because customers rely on the National CSR expertise and timely communication especially during costly equipment breakdowns. The National CSR will quickly and efficiently source the correct parts and solutions for all national accounts when called upon via phone, email, chat or team meetings to the satisfaction of the customer.

 

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Greet all customers warmly and ascertain reason for call including identification of situations that need to be escalated.
• Process and/or assist customer incoming orders, cross referencing, order status and expedites as well as return authorizations according to established department policies and procedures within a timely fashion.
• Maintain relationships with customer main contacts and provide part expertise and excellent service throughout the process.
• Input payment information and other pertinent data such as full customer profile including current contact information into CRM Database.
• Respond promptly to all customer inquiries with the goal of 100% customer satisfaction.
• Keep accurate records of customer interactions, transactions, comments, and actions to be taken within CRM Database to ensure accurate documentation and Customer Profiles.
• Responsibility for each customer personally, by ensuring 100% customer satisfaction through and to completion of each professional request/requirement from the original inquiry, including functioning as a liaison between customer service and other departments within the company to address the customer’s request to completion.
• Expediting orders in a timely matter as required.
• Work effectively in a team environment to meet business goals and objectives.

 

Competencies

• Customer/Client Focus
• Detailed Data Entry
• Recordkeeping/Follow-up
• Time Management
• Communication Proficiency
• Teamwork Orientation
• Technical Capacity

 

Supervisory Responsibility

This position has no supervisory responsibilities.

 

Work Environment

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

 

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to sit, stand; walk; use hands to finger, handle or feel; and reach with hands and arms. 

 

Travel

No travel is expected for this position.

 

Required Education and Experience

High School Diploma.

Knowledge and experience with computer CRMs, answering incoming calls, customer service and recordkeeping.

 

Preferred Education and Experience

• Demonstrated passion for excellence with care for all customers.
• Ability to communicate clearly and professionally both written and verbal.
• Strong decision making and analytical skills.
• Strong detail orientation and listening skills.
• Possess a strong work ethic and team player mentality. 
• Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer’s experience.

 

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

 

Benefits Offered

401K, Medical

 

Employment Type

Full-Time

 

 

GCM

About GCM:

Complete Floor Equipment Management Company that is a nationwide distributor/manufacturer/service provider in the floor care aftermarket parts and commercial floor care service industries. The company was established in 2010 as Gofer Parts LLC, focusing on the sales of after market parts for the commercial floor care industry. In 2012 Total Service Solutions was formed to provide the management service side of the Commercial Floor Care Industry. GCM is the Management Company that provides employees for both divisions. Our mission is to reduce the cost of professional floor care through integrated solutions, strong relationships and committed employees.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.