CUSTOMER SERVICE REPRESENTATIVE

4 OPENINGS - 1st Shift - Hours are 9:30am to 6:00 pm

*Starting pay is $12.00/hour*

Overview

The primarily accountability of the Customer Service Representative is to offer outstanding service to Weber customers.  It is the responsibility of the CSR to be available, helpful, friendly and knowledgeable.   CSR's are the voice of Weber.  CSR's are responsible for assisting the call center in achieving stated service level goals.

CSR's may be assigned additional tasks or projects at the discretion of the Supervisor or Manager.  Tasks will be assigned based on performance, attendance, and applicable skills.

Basic Required Skills

Excellent communication skills, both verbal and written

Excellent problem solving skills.

Excellent computer skills, Windows and Internet.

Ability to work in a fast paced environment

Excellent Customer Service skills, including handling difficult callers.

Attention to detail

Excellent interpersonal and teamwork skills

Ability to make decisions

Specifics

The types of calls customer service receive fall into several general categories.  They are as follows:

Product Information

Customer Service Representatives are expected to be knowledgeable regarding Weber products.  Customers call needing assistance when making a purchasing decision.  Customer Service Representatives are able to discuss the features and benefits of Weber’s products.  These calls often include assisting the customer locating a dealer in their area who sells Weber products.

Cooking

Customer contact Weber for advice on using their grill.  Customer Service Representatives are expected to be able to discuss different cooking methods such as Direct and Indirect.   Also, customer service should be able to help consumers with basic cooking questions. 

Product Orders

Customers call Weber to order items offered in the Grill Out Times Newsletter, purchase accessories, parts, or to have a replacement part sent under warranty.  Customer Service representatives are expected to be able to assist the customer by correctly identifying the customer’s grill so the correct part or accessory can be ordered.   Representatives are also responsible for correctly placing the order in the computer system.

Assembly, Maintenance, and Troubleshooting

Customers’ call needing help putting a grill together, taking care of their grill correctly and also helping to identify and resolve and problems the customer is having operating their grill.  This can mean the need to set up a service call to have an authorized agent repair the customer’s grill.  It is important that appropriate questions are asked to determine what the problem might be.  If replacement parts are necessary it is the responsibility of the customer service representative to determine if the grill is within warranty, what parts are needed and to correctly fill out a service call request (if the customer is unable to perform the replacement themselves).

In addition to taking calls, it is also the responsibility of the customer service representative to properly document the reason for the customer’s call in the computer system.  This information is used to better understand why customers are calling and to assist with identifying areas for improvement.