Rated Top Place to Work by the Atlanta Journal-Constitution, RWC is a rapidly growing company that is disrupting the plumbing industry. We are a market leader and manufacturer of water control systems and plumbing solutions for residential, commercial, and industrial applications. Our portfolio of brands includes industry-leading brands: SharkBite™Push-to-Connect plumbing solutions; HoldRite™ engineered plumbing and mechanical solutions; Cash Acme™ control valves; John Guest™ fittings and fluid dispense products, EZ-Flo™ and Eastman™ quality plumbing products.
Position Summary:
We are looking for a customer-centric Customer Service Representative to join our team! The Customer Service Representative will assist in customer inquiries, concerns and requests regarding products and services either by telephone and/or electronically.
Principal Responsibilities:
- Serves as a direct contact for a given territory, channel or region but may also take on tasks outside of assigned area
- Respond promptly to customer inquiries
- Handle and resolve customer complaints
- Obtain and evaluate all relevant information to handle inquiries regarding pricing, product availability and complaints
- Process orders of all types
- Process Warranty and Courtesy Replacement orders
- Record customer calls and emails into our Customer Relationship Management (CRM) system pertaining to inquiries, comments and complaints
- Record details of actions taken
- Communicate and coordinate with our Internal Sales Representatives (ISR)
- Communicate directly with our Manufactures Rep Agencies
- Support assigned Inside Sales Team members and assist/provide back up in those efforts as a part of the function of this role
- Other duties as required
Essential Functions:
- Ability to work in a team environment as well as being a self-starter of improvement projects
- Exceptional verbal and written communication skills
- Exceptional troubleshooting skills
- Must be able to communicate effectively, both verbally and in writing
- Must have the ability to work well within a business environment and the ability to multitask
Required Qualifications
Education: Education: HS Diploma required, some college preferred
Experience:
- Must be proficient in Microsoft Office Programs including Word, Excel and Power Point
- Experience in Business Management Software (i.e. SAP) is preferred but not require
- Need to possess strong interpersonal skills and the ability to communicate effectively with internal and external business partners.
- Must work efficiently, independently with accuracy, maintain confidential information, exercise sound judgment, and make accurate and timely decisions.
- Have experience and the ability to multi-task and work independently in a fast paced environment, and have strong analytical and problem solving skills.
- Ability to offer prompt, effective support to warehouse, plant and corporate office environments.
Competencies:
- Excellent negotiation and relationship building skills
- Initiative and self-motivation to stay ahead of the competition
- Proficient with Microsoft Office products
- Excellent written, verbal and presentation skills
- Excellent time management and organizational skills
- Ability to manage multiple projects and meet deadlines.
Working Conditions:
- This position will be primarily in an office environment but may also include time in the warehouse, manufacturing plant and other locations.
- Department is open from 6:30AM-7PM EST to accommodate service coverage for west coast. Must be able to work a regular 8 hour/ day schedule in that window. Minimal, if any, travel.
- Job requires both sitting and standing and agile flexibility to move and connect equipment in various set-ups. Excellent vision, hearing, speech and motor skills are required to perform essential functions of the job.
Benefits Include:
- Traditional and Roth 401k - with up to 4% company match
- Health insurance
- Dental insurance
- Vision insurance
- Employee assistance program
- Flexible spending account
- Life insurance
- Paid time off
- Tuition reimbursement
- Employee Stock Share Plan
- 100% paid 10-week maternity leave
- 100% paid 2-week paternity leave
Job Type: Full-time
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Experience level:
Shift:
Work setting:
Experience:
- Customer Service: 2 years (Preferred)
Ability to Commute:
- Atlanta, GA 30318 (Required)
Ability to Relocate:
- Atlanta, GA 30318: Relocate before starting work (Required)
Work Location: Hybrid remote in Atlanta, GA 30318