Customer Service Representative (Remote)

SECLOCK is seeking Customer Service Representatives (CSRs) to work remotely. We are looking for candidates with a positive attitude, who are highly motivated with 2+ years customer service experience or sales support within the door hardware industry. Candidates with strong communication skills, outstanding phone etiquette, attention to detail and excellent capability to multitask will be considered.

Duties and Responsibilities:

· Takes inbound customer service calls, providing first call resolution to requests for returns, order tracking and order problems.
· Supports Technical Sales Representatives (TSR) by getting pricing and availability and order status information, preparing quotes, reports, and related sales forms.
· As the dedicated support resource for multiple Technical Sales Representatives, provides quotes, obtains information from vendors and writes returns.
· Effectively communicates with customers and TSR's over the telephone and email.
· Maintains contact and maintains all quote documentation with accurate pricing and configurations and technical documents.
· Resolves customer service issues such as billing, shipping etc.
· Manages analysis of sales data and prepares sales charts as required.
· Manages and coordinates all sales literature requests for the Technical Sales Representatives.
· Coordinates and prepares for local trade shows.
· Follow up with TSR's on open customer orders by reviewing the team open order report.
· Works closely with the warehouse and inventory planning.
· Updates and maintains information in systems and files.
· Maintains all faxed requests.
· Other duties may be assigned to meet business needs

Qualifications:

· High school graduate or GED required.
· Associate's or Bachelor's degree preferred.
· 2+ years of work experience within the security and/or door hardware industry required
· Highly effective service skills, including professional demeanor and outstanding phone etiquette.
· Strong communication skills, including the ability to craft professional e-mails and client-related documents.
· Experience with CRM strongly preferred.
· Ability to quickly grasp the company's proprietary enterprise business technology platform.
· Proficient in the use of Microsoft (MS) Office, with focus on demonstrated working knowledge of MS Outlook.
· Ability to work well in time-sensitive situations where customer satisfaction is the ultimate goal.
· Multi-tasking.
· Attention to detail
· Problem-solving skills.
· Customer service orientation.
· Team orientation