Job Description

CUSTOMER CARE SPECIALIST
For over 60 years, IQAir has been a leader in improving indoor air quality in residential, commercial and institutional markets. IQAir\xe2\x80\x99s vision is to assist people in living longer, healthier lives by providing products and services to help them breathe cleaner, healthier air. For our North American headquarters, located in La Mirada, California, we have an immediate opening for a Customer Care Specialist.
Summary
The Customer Care Specialist is a motivated, dependable individual that provides excellent customer service, including technical support, order entry and a positive customer experience throughout each customer encounter.
Attributes

• Customer Centric with excellent follow-through communication, customer service and organizational skills
• Ability to maintain positive customer relationships and to exceed customer expectations
• Accurate, logical, precise, organized and detail-oriented individual
• A high-level of accountability, professionalism, and excellent people skills are required as the position involves working with customers, vendors, and team members
• Ability to multi-task and meet recurring, daily deadlines
• Technically oriented with good computer and critical thinking skills
• Ability to work in a high-energy, high-pressure environment
• The ability to work effectively under pressure, meeting daily deadlines
• The ability to c omprehend, apply and communicate technical aspects of IQAir products and services
  

Responsibilities

• Deliver superior customer service at all times to customers. These experiences should set the company apart in the eyes of the customers and exceed their expectations day in and day out.
• Works in a call center environment answering inbound phone calls, emails & chats from new and existing customers to promptly and effectively troubleshoot and resolve a variety of customer service issues, included but not limited to, shipping updates, product repairs, returns
• Ensure accurate and timely completion of all orders and technical support cases via phone, email, and Live Chat
• Communicates with our 3PL Warehouses daily on order fulfillments and helps manage daily orders to ensure they ship out on-time
• Enters cases, return authorizations, warranties, call tags, processes backorders, shipping and damage claims and other transactions.
• Keeps accurate records of discussions and other correspondence with customers.
• Performs a variety of administrative tasks, such as data entry, composing correspondence, preparing reports, customer survey updates, and coordinating and assisting with team meetings and staff training. (training referenced above)
• Saturday availability, on a rotational basis, is required
• Holiday availability, on a rotational basis, is required
• Other projects as assigned

Qualifications

• A minimum of two years of relevant experience working in a call center environment; Live Chat experience a plus
• Excellent English language written and verbal communication skills
• Associate\xe2\x80\x99s Degree in business or a related field or equivalent experience
• Demonstrated proficiency with handling technical product lines
• Superior knowledge of MS Office Outlook, Excel & Word
• Experience with enterprise level ERP systems, Microsoft Business Dynamics and Business Central, preferred
• Data entry, typing 50 WPM (minimum)
• Ability to pass a pre-employment drug and background screen

Other Requirements

May be required to attend and participate in professional development activities both in and outside the company to stay abreast of new developments and best practices.

What IQAir offers At IQAir, base pay is one part of our total compensation package and is determined within a range. The base pay range for this position is between $22.00 - $25.00 per hour and most new hires start at $22.00. Your base pay will depend on your skills, qualifications and experience.
IQAir offers a number of additional discretionary benefits such as:

• Work with a small, flexible international team
• Extensive on the job training and professional development
• Company with a strong value system
• Work in a Clean Air Facility
• 60 year history of excellence
• A comprehensive benefits package that includes:
  • 100% subsidized medical, dental & vision for team member
  • 401K Plan with company match, 100% vested from day 1
  • On-site gym and 24-Hour Fitness Gym Membership
  • Wellness Program
  • Alternative Transportation & Carpool Incentives
  • 14.5 paid Holidays per year
  • 12 Day of PTO in first year
  • A slide!
  • Weekly catered lunches and much more!