Partner Services Representative

TEKsystems
$20.00 - $23.00 / hr
life insurance, sick time, 401(k), retirement plan
United States, California, Oxnard
Apr 05, 2025
Customer Experience Representative Location: Oxnard, CA Position Overview: The Customer Experience Representative is the front-line contact for internal and external customers. This position is responsible for providing excellent customer experience regarding water heaters and part orders. Support is provided by accepting and processing orders, coordinating with the shipping, production, control, and warehouse teams to ensure fulfillment of customer requirements, and assisting customers with product selection, order tracking, problem resolution, and warranty questions via phone and email. This position will be onsite. Responsibilities: * Customer Service: Exhibit a high level of customer service diplomacy in maintaining a patient and friendly tone while being adaptable to changes and creating goodwill with internal and external customers. * Inbound Calls: Handle inbound calls in a timely manner in a call center office setting. * Conflict Resolution: Demonstrate the ability to communicate and deescalate potentially volatile customer situations using empathy statements and tone. * Problem Ownership: Take ownership of customer complaints and problems and take necessary steps to resolve and prevent recurrence. * Order Management: Extensive phone contact with wholesalers, retailers, sales agencies, and the sales team concerning production and shipping dates, price and availability of product, proper product selection and substitutions, out of stock or obsolete product situations, authorization to return goods, resolution of damaged and short orders, truckload scaling optimization, and water heater and parts division policies and procedures. * Documentation: Properly document all phone calls and emails. * Order Processing: Enter, change, or cancel water heater and parts orders including priority and third-party shipping requirements and commercial conversions. Understand the differences between channels and customers. Properly document all orders. * Order Tracking: Track orders and work with logistics, production, shipping, warehouses, and carriers to ensure customer issues are resolved quickly and efficiently. React quickly to changing priorities, processes, and systems. * Warranty Communication: Effectively understand and communicate general product warranty for all product types, and the steps needed to return a water heater or process it for warranty reimbursement. Offer appropriate fair market value reimbursement for difficult customer exchanges. * Customer Guidance: Guide customers through the basics of webstore and parts site navigation. Requirements: * Education: High school diploma or general education degree (GED). * Experience: 2 years of customer-facing work experience and/or 1+ year(s) call center/customer service-related experience in the manufacturing industry. * Skills: Basic data entry of 30 words per minute, email and electronic scheduling skills, basic MS Office skills, ability to read and comprehend short correspondence and memos, ability to carry out instructions furnished in written, oral, or diagram form, ability to prioritize multiple tasks and deal with numerous interruptions, strong active listening skills, demonstrated ability to work well with others in a team environment, able to work weekends, staggered shifts, and holidays, regular and consistent onsite attendance at work. Preferred Qualifications: * Product Knowledge: Knowledge of water heater products. * Software Experience: Experience in utilizing CRM and ERP systems amongst other business software. Pay and Benefits The pay range for this position is $20.00 - $23.00/hr. Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: * Medical, dental & vision * Critical Illness, Accident, and Hospital * 401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available * Life Insurance (Voluntary Life & AD&D for the employee and dependents) * Short and long-term disability * Health Spending Account (HSA) * Transportation benefits * Employee Assistance Program * Time Off/Leave (PTO, Vacation or Sick Leave) Workplace Type This is a fully onsite position in Oxnard,CA. Application Deadline This position is anticipated to close on Apr 14, 2025. About TEKsystems: We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company. The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.