Consumer Support Representative
Waterfront Brands- Tide Tamer/Boatlift Warehouse Waterfront Brands- Tide Tamer/Boatlift Warehouse Snow Hill, NC Snow Hill, NC Full-time Full-time From $15 an hour From $15 an hour Join Our Team Waterfront Brands is the premier manufacturer of waterfront equipment in North America, with offices in Fergus Falls, MN, Claremore, OK, Snow Hill, NC, Fort Lauderdale, FL, and Labadie, MO.
The company's flagship brands include ShoreMaster, HydroHoist, Tide Tamer, and Neptune Boat Lifts; additional brands include Rhino Marine Systems, PolyDock Products, ShoreMaster Fabrics, RotoMoldUSA, Firstmate, and HyPower.
Position Overview:
This position will serve the Boat Lift Warehouse Team to generate revenue by communicating with potential customers by phone, chat, email or in person.
Responsibilities will include resolving customer questions, recommending products and guiding consumers through features and functionalities of Boat Lift Warehouse products.
Ultimately, this position will help establish and maintain our reputation as a company that offers excellent support during all sales and after-sales procedures.
Essential Duties/
Responsibilities:
Answer, handle and transfer incoming phone calls and emails for Boat Lift Warehouse Documents call notes and ensure key data is accurately captured.
Escalate calls requiring additional attention to the next level support as necessary.
Proficiently make outbound calls to prospective and existing contacts as part of lead and customer generation and nurture campaigns First-line phone, webchat and e-mail support duties for our retail customers and end-users; back-up support for Dealer inquiries and calls Performs research during and after calls as needed to resolve problems and inquiries.
Track, follow-up and resolve customers' issues in a timely fashion.
Help customers navigate the Boat Lift Warehouse website.
Help ecommerce customers to place orders online, resolve product returns, respond to shipping inquiries and answer order status questions.
Work with Boat Lift Warehouse Marketing Team to develop tools, documentation, and media to enhance user experience.
Consistently adhere to call quality standards, productivity standards, and brand standards.
Integrate feedback and lessons learned to continually improve customer service.
Communicate customer feedback to technical and marketing teams in order to develop processes for better serving customers.
Communicate with other departments across Waterfront Brands, such as Technical Support, Logistics, Manufacturing, Sales, Product Managers, etc.
, to resolve customer issues.
Update internal knowledge bases and databases with information about technical issues, troubleshooting, workarounds, feature requests, and other useful discussions with customers.
Participate in regular Boat Lift Warehouse sales training, team building and coaching.
Contribute to continuous improvement culture and company values.
Any other duties as assigned.
Qualifications/Education:
High School Diploma or General Education Degree (GED) Required Associate or Bachelor's Degree - Business, Marketing, Communication or related field a plus Experience in Customer Support or Administrative Support - preferred Excellent written and verbal communication skills Customer/Client Focus High level of initiative and attention to detail High level of problem solving ability Ability to work independently and as part of a team Proficient in Microsoft Word, Excel, and PowerPoint Job Type:
Full-time Pay:
From $15.
00 per hour Expected hours:
40 per week
Benefits:
401(k) 401(k) matching Dental insurance Flexible schedule Health insurance On-the-job training Paid time off Vision insurance Shift:
8 hour shift Weekly day range:
Monday to Friday Work setting:
In-person Work Location:
In person.
Estimated Salary: $20 to $28 per hour based on qualifications.
The company's flagship brands include ShoreMaster, HydroHoist, Tide Tamer, and Neptune Boat Lifts; additional brands include Rhino Marine Systems, PolyDock Products, ShoreMaster Fabrics, RotoMoldUSA, Firstmate, and HyPower.
Position Overview:
This position will serve the Boat Lift Warehouse Team to generate revenue by communicating with potential customers by phone, chat, email or in person.
Responsibilities will include resolving customer questions, recommending products and guiding consumers through features and functionalities of Boat Lift Warehouse products.
Ultimately, this position will help establish and maintain our reputation as a company that offers excellent support during all sales and after-sales procedures.
Essential Duties/
Responsibilities:
Answer, handle and transfer incoming phone calls and emails for Boat Lift Warehouse Documents call notes and ensure key data is accurately captured.
Escalate calls requiring additional attention to the next level support as necessary.
Proficiently make outbound calls to prospective and existing contacts as part of lead and customer generation and nurture campaigns First-line phone, webchat and e-mail support duties for our retail customers and end-users; back-up support for Dealer inquiries and calls Performs research during and after calls as needed to resolve problems and inquiries.
Track, follow-up and resolve customers' issues in a timely fashion.
Help customers navigate the Boat Lift Warehouse website.
Help ecommerce customers to place orders online, resolve product returns, respond to shipping inquiries and answer order status questions.
Work with Boat Lift Warehouse Marketing Team to develop tools, documentation, and media to enhance user experience.
Consistently adhere to call quality standards, productivity standards, and brand standards.
Integrate feedback and lessons learned to continually improve customer service.
Communicate customer feedback to technical and marketing teams in order to develop processes for better serving customers.
Communicate with other departments across Waterfront Brands, such as Technical Support, Logistics, Manufacturing, Sales, Product Managers, etc.
, to resolve customer issues.
Update internal knowledge bases and databases with information about technical issues, troubleshooting, workarounds, feature requests, and other useful discussions with customers.
Participate in regular Boat Lift Warehouse sales training, team building and coaching.
Contribute to continuous improvement culture and company values.
Any other duties as assigned.
Qualifications/Education:
High School Diploma or General Education Degree (GED) Required Associate or Bachelor's Degree - Business, Marketing, Communication or related field a plus Experience in Customer Support or Administrative Support - preferred Excellent written and verbal communication skills Customer/Client Focus High level of initiative and attention to detail High level of problem solving ability Ability to work independently and as part of a team Proficient in Microsoft Word, Excel, and PowerPoint Job Type:
Full-time Pay:
From $15.
00 per hour Expected hours:
40 per week
Benefits:
401(k) 401(k) matching Dental insurance Flexible schedule Health insurance On-the-job training Paid time off Vision insurance Shift:
8 hour shift Weekly day range:
Monday to Friday Work setting:
In-person Work Location:
In person.
Estimated Salary: $20 to $28 per hour based on qualifications.
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