About the position
RBC Bearings Incorporated is seeking a Customer Service Representative (CSR) to join our team in Santa Ana, CA. As a leading international manufacturer of precision bearings and components, we pride ourselves on delivering exceptional service to our customers in the industrial, defense, and aerospace sectors. The CSR will play a crucial role in maintaining customer accounts, resolving product or service issues, and ensuring customer satisfaction through effective communication and problem-solving skills. This position requires a proactive approach to understanding customer needs and providing tailored solutions to enhance their experience with our products and services. In this role, the CSR will be responsible for managing a high volume of incoming calls, addressing customer inquiries, and providing accurate information regarding our products and services. The ideal candidate will have a strong ability to build sustainable relationships with customers, utilizing various communication methods including phone, email, and social media. The CSR will also be tasked with compiling reports on customer satisfaction and collaborating with the customer service manager to ensure that our service standards are met consistently. The position requires a high school diploma or GED, along with 1-3 years of related experience, preferably in a manufacturing environment. The CSR must possess excellent communication skills, patience, and a positive attitude to effectively handle customer complaints and conflicts. Technological proficiency is essential, as the role involves using modern technology to manage customer interactions and maintain accurate records. The work environment is primarily indoors, with occasional exposure to manufacturing areas, and may require lifting up to 50 pounds. Compliance with ITAR and EAR regulations is mandatory for this position, necessitating that candidates be U.S. citizens or lawful permanent residents.
Responsibilities
- Open and maintain customer accounts by recording account information
- Resolve product or service problems by clarifying the customer's complaint and determining the cause of the problem
- Select and explain the best solution to solve the problem and expedite correction or adjustment
- Follow up to ensure resolution of customer issues
- Recommend potential products or services to management by collecting customer information and analyzing customer needs
- Prepare product or service reports by collecting and analyzing customer information
- Manage large amounts of incoming calls
- Identify and assess customers' needs to achieve satisfaction
- Build sustainable relationships of trust through open and interactive communication
- Provide accurate, valid and complete information by using the right methods/tools
- Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution
- Keep records of customer interactions, process customer accounts and file documents
- Follow communication procedures, guidelines and policies
- Resolve customer conflicts via phone, email, mail or social media
- Use telephones to reach out to customers and verify account information
- Assist with placement of orders, refunds, or exchanges
- Take payment information and other pertinent information such as addresses and phone numbers
- Suggest solutions when a product malfunctions
- Utilize computer technology to handle high call volumes
- Work with customer service manager to ensure proper customer service is being delivered
- Compile reports on overall customer satisfaction
Requirements
- High School diploma or General Education Degree (GED) preferred
- Minimum of 1-3 years related experience, and/or training, or equivalent combination of education and experience
- Previous manufacturing experience in a similar role is ideal
- Ability to understand customers' needs is crucial for providing great service
- Ability to stay calm when confused/frustrated customers reach out for support
- Product knowledge to provide accurate information
- Clear communication skills, both written and verbal
- Technologically savvy, able to understand modern technology (phones, computers, etc.)
- Conflict resolution skills to understand and find solutions to customer's needs
- Positive attitude and ability to adapt conversational patterns
- Basic-Intermediate skills with Microsoft Excel, Word, PowerPoint, etc.
Benefits
- Competitive hourly pay range of $20 to $25/hour
- Equal Opportunity Employer with a commitment to diversity and inclusion
