Warranty Customer Service Rep - Seasonal
Posted by Black Diamond Retail, Inc. on 01/11/2021
Job Basics
Industry Sector: Outdoor
Job Categories: Customer Service
Company Type: HardGoods/Equipment
State: UT
City: Salt Lake City
Country: United States
Required Experience: 0 - 1 year
Job Type: Full Time
Salary:
Required to Relocate:
Required to Travel:
Employee May Telecommute: No
Job Seeker Must Live Within:
Job Description & Requirements
The warranty customer service rep will assist the service center supervisor by processing, tracking, repairing, and replacing customer returns. Concisely and professionally respond to customer and fellow employee product questions. Pursue opportunities to inform customers on new products and up sell whenever possible. Exercise judgment in financial and customer relation related matters to resolve conflict and maintain brand loyalty. Must be an outdoor enthusiast with knowledge in all platform products used to maintain and project BD image to our customers.
Essential Functions:
- Receive customer phone calls and emails and complete their requested task, research their request, or forward their request to the appropriate person/department.
- Complete administrative tasks to assists service center techs.
- Assist with Pieps Beacon requests/claims. This includes, processing, analyzing, and completing claims and requests.
- Responsible to do preliminary receiving of returns & make preliminary judgment regarding disposition of return (replace, repair, deny claim) and stage return by day's end. Responsible and authorized to pack and ship all repairs to customers.
- Responsible and authorized to accurately assess and collect defective returns related data for use in closed-loop PLM analysis.
- Responsible and authorized to follow all ISO guidelines in accordance with BD Quality procedures.
- Responsible and authorized to act as public liaison and project the appropriate BD.inc image for all BD.inc customers.
Education:
- Required: High school diploma.
- Preferred: Military experience, some college, or bachelor's degree.
Work experience:
- Required: 0-3 years of customer service.
- Preferred: Additional mechanical/repair equipment experience and customer service and or retail sales experience including phone and email correspondence.
Skills and general experience:
- Excellent written and verbal communication skills are mandatory. Articulate, friendly and able to courteously help all customers with repairs and returns. Well organized and detail oriented. Must have good customer relations skills especially the ability to deal pleasantly and efficiently with conflict. Ski experience is preferred.
Black Diamond Equipment, Ltd is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex; including sexual orientation and gender identity, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law.
If you are a qualified individual with a disability or a disabled veteran, you have the right to request an accommodation if you are unable or limited in your ability to use or access our career center as a result of your disability. To request an accommodation, contact a Black Diamond Equipment HR representative.
PI128655631