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Customer Service Rep

Playpower Labs

Playpower Labs

Customer Service
Dallas, TX, USA
Posted on Tuesday, July 9, 2024

Customer Service Rep

3.0 out of 5
Dallas, TX 75247
Remote

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Job details

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Job type

  • Full-time

Shift and schedule

  • Weekends as needed
  • Evenings as needed
  • Monday to Friday
  • Holidays

Location

Dallas, TX 75247

Benefits
Pulled from the full job description

  • 401(k)
  • Health insurance
  • Paid time off

Full job description

Description

Company Overview & Values
At PlayPower, we are not just a company; we’re a passionate family of brands dedicated to creating moments of joy and inspiration through play. As a global leader in crafting premier recreational equipment, our mission is to ignite imaginations and fuel creativity in people of all ages. By joining our team of over 1600 employees across the world, you are joining a community that believes in the Power of Play! If you're ready to make a lasting impact and bring laughter and fun to the lives of children and adults, explore our exciting opportunities to help us to create a world where play knows no limits.

Company Values:
  • Honesty and Integrity
  • Respect and Caring for Others
  • Openness and Collaboration
  • Individual and Team Accountability
  • Passion and Purpose

Position Overview
We are seeking a skilled and empathetic Customer Service Representative to join our team and provide exceptional support to our valued customers. The Customer Service Representative will serve as the primary point of contact for inquiries, concerns, and requests, ensuring a positive customer experience. The ideal candidate will possess strong communication skills, problem-solving abilities, and a genuine desire to assist customers.

Principal Duties & Responsibilities
  • Interact with customers via phone, email, chat, and social media platforms to address inquiries, troubleshoot issues, and provide product information.
  • Provide timely and accurate solutions to customer concerns while maintaining a professional and friendly demeanor.
  • Manage and maintain customer records, ensuring accurate and up-to-date information is entered into the system.
  • Collaborate with cross-functional teams to resolve complex customer issues and escalate cases as needed.
  • Assist customers with placing orders, tracking shipments, and processing returns or exchanges.
  • Properly enter sales orders in system.
  • Educate customers on product features, benefits, and usage to enhance their overall experience.
  • Follow established guidelines and procedures to address customer inquiries and resolve problems effectively.
  • Document customer interactions, feedback, and insights to contribute to process improvement and product development.
  • Handle challenging customer situations with patience, empathy, and a focus on problem resolution.
  • Utilize customer relationship management (CRM) software and other tools to manage customer interactions and data.
  • Stay up-to-date with product knowledge, company policies, and industry trends to provide accurate information to customers.
  • Identify opportunities to upsell or cross-sell products and services based on customer needs and preferences.
  • Collaborate with the team to share best practices and contribute to a positive team environment.
  • Participate in ongoing training to enhance customer service skills and stay informed about company updates.
  • Meet and exceed individual and team performance metrics related to response times, resolution rates, and customer satisfaction.
  • Other duties as assigned. The above description is intended to describe the duties of an employee in general terms and does not necessarily describe all duties.

Qualifications, Required Knowledge, Skills, & Abilities

Preferred Qualifications:
  • High school diploma or equivalent; some college education preferred.
  • Proven experience in a customer service or related role/
  • Excellent communication skills, both verbal and written.
  • Strong problem-solving abilities with a focus on finding solutions to customer issues.
  • Empathy and patience in dealing with a diverse range of customer personalities and concerns.
  • Proficiency in using computer systems, CRM software, and Microsoft Office Suite.
  • Ability to multitask, prioritize, and manage time effectively in a fast-paced environment.
  • Positive attitude and willingness to learn and adapt to changing customer needs.
  • Strong attention to detail and accuracy in data entry and record-keeping.
  • Ability to maintain composure and professionalism during challenging interactions.
  • Strong teamwork and collaboration skills.
  • Flexibility to work in shifts, including evenings, weekends, and holidays as required.

Company Information and Disclaimer

Working Conditions:
Normal office environment setting or may be exposed to noise if working in or around a production area. Schedule is Monday through Friday, normal business hours. Constantly required to sit, use hands, talk, and hear. Occasionally required to lift and/or move up to 25 pounds.

Position Location:
Position is onsite Monday through Friday (8AM-5PM) and not remote eligible. Only under special circumstance(s) will the person be allowed to work remotely and with express written consent of senior leadership.

Compensation:
Compensation for this position will be commensurate with the candidate's experience and qualifications, aligning with industry standards. The salary range for Dallas, TX, is also based upon geographical market standards for the industry and position in those areas.
There is a possibility of a bonus(es) based on individual performance and merit to be paid at the sole discretion of the company, but bonus(es) are not guaranteed unless outlined in writing in the offer letter extended to the candidate selected for the position.
PlayPower and its subsidiaries, PLAYPOWER, offers a competitive benefits package including, but not limited to, paid time off, health insurance, and 401(K) for full-time positions.
Qualified candidates only. Please apply through our website and click on careers or on Indeed. Although we appreciate all interest, only those selected for an interview will be contacted. Reference checks and pre-employment drug testing will be conducted.

Disclaimer:
The pay range for this position starts as listed in the job posting but could be higher based on education, experience, and the location of the position. Please note, compensation decisions are dependent on the facts and circumstances of each opening. We take into consideration the minimum requirements outlined in the job description, such as an individual's education, training and experience, the position's work location, required travel (if any), and external market conditions when determining the final salary for potential new hires. Be aware that salary estimates published via alternate online job boards may not be a true representation of the actual pay range offered for this position. Please refer to the job description for accurate starting pay range information or feel free to discuss this with an HR professional if you are chosen to move forward with an interview. This position may be eligible for bonuses based on company discretion.
This job description is intended to convey information essential to understanding the scope of the position and is not an exhaustive list of skills, efforts, duties, responsibilities, or working conditions associated with it. PLAYPOWER reserves the right to change job duties, including essential job functions, according to business necessity.

EEOC Statement:
PlayPower and all subsidiaries are committed to a policy of promoting equal employment opportunities. The company recognizes the importance of diversity and leveraging the skills and talents of all people to the mutual advantage of each individual and the organization. The company is committed to the prevention of employment discrimination related to race, religion, sex (including sexual harassment), gender identity, national origin, age, marital status, disability, and military or veteran status, sexual orientation, or any other action covered by federal or applicable state/local laws.
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