HOUSEHOLD CUSTOMER SERVICE REPRESENTATIVE

Position Summary

The focus of the Customer Service Representative at Vita-Mix is to provide a high quality customer experience on each customer interaction. A Vita-Mix Customer Service Representative must appropriately engage and connect with each customer on a personal level to create a great customer service experience.

Essential Functions

Reasonable Accommodations Statement
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

• Handle customer inquiries and requests received via phone, fax, email or mail regarding accounts, products, recipes, shipping, and other services offered.
• Provide instructions and guidance in using the product or for obtaining necessary parts & services.
• Work with customers to offer alternative solutions to problems as directed.
• Refer problems to supervisor as necessary.
• Input orders to fulfill customer requests for replacement parts, repairs, and additional related products and services.
• Communicate problems or potential problems regarding products and services or customer accounts to manager.
• Make name and address changes and various other requests to update customer data files.
• Answer requests from other departments to verify customer and order information.
• Communicate and enforce customer service policies and procedures.
• Communicate changes in product offerings, policies, etc. to customers as necessary.
• Work with customers to resolve problems, overcome product or purchase objections, convert refunds into resales.
• Handle declined credit card orders; follow-up to seek credit card authorization, and maintain PCI compliant.
• Follow up on returned merchandise; contact customers who have returned products without explanation; track causes for refunds to support corrective action.
• Follow up on cross ships; notify customers of return date; notify collections of past dues.
• Forward requests for corrections to specific customer problems to appropriate department.
• Clarify inaccurate information given to customers; reinforce proper policy and/or procedures. Detect and report quality or process problems, improper operations and unusual conditions to supervision.

Position Qualifications

• Customer Oriented - Ability to take care of the customers' needs while following company procedures.
• Active Listening - Ability to actively attend to, convey, and understand the comments and questions of others.
• Communication, Oral - Ability to communicate effectively with others using the spoken word.
• Communication, Written - Ability to communicate in writing clearly and concisely.
• Detail Oriented - Ability to pay attention to the minute details of a project or task.
• Empathetic - Ability to appreciate and be sensitive to the feelings of others.
• Enthusiastic - Ability to bring energy to the performance of a task.
• Ethical - Ability to demonstrate conduct conforming to a set of values and accepted standards.
• Friendly - Ability to exhibit a cheerful demeanor toward others.
• Patience - Ability to act calmly under stress and strain, and of not being hasty or impetuous.
• Relationship Building - Ability to effectively build relationships with customers and co-workers.
• Tactful - Ability to show consideration for and maintain good relations with others.

Skills & Abilities

Education: Associate's Degree (two year college or technical school)
Experience: Two to four years related experience
Computer Skills: Proficient in MS Office Suite - includes Word, Excel and Outlook.

Vitamix is committed to promoting a healthy lifestyle for our customers and employees. We are proud to be a tobacco and drug free workplace. Selected candidates must pass a pre-employment drug/tobacco test.

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