Job Description

Let\'s Grow Together

Our mission is to live our "at your side" promise and simplify and enrich the lives of our customers, employees, and communities. "At your side" is more than a slogan to us; it\'s the purpose we do our best to fulfill every day. With a legacy spanning over a century, this is a great place to launch or expand any career and push the boundaries of what comes next. We\'re committed to achieving shared success, and we provide opportunities for you to develop through experience, exposure and education. Our people have always leveraged their unique perspectives to keep us on the right track for a lasting future. If you want to innovate, learn, and grow with a global leader that builds products, services, and a company people love, then we\'ll be "at your side" every step of the way.

The Representative, Contact Center, Home Appliance answers customer inquiries about Home Appliance Division (HAD) products. This position troubleshoots steps on home sewing machines, crafting products, and embroidery software. This role explains products and services, places orders and enters data into the Oracle customer service database. This position communicates with customers through phone, email, and some social platforms such as Amazon, Facebook, and Bazaarvoice.

Duties and Responsibilities

Assist Customers

• Answer inbound calls using Five9 phone system
• Accurately record customer\'s name, address, phone number, and email address to create a business partner (BP) into Oracle Service Cloud (OSvC) system
• Accurately record customer product information including, model, serial number, and purchase date to create an asset or product registration
• Accurately create incident by recording issue steps\\information provided and outcome in notes in OSvC
• Follow and explain equipment operating and troubleshooting instructions using SmartAssistant database, Knowledgebase, user manuals, and websites to provide answers to the customers questions
• Follow established procedures to request for repair or swap
• Respond to inbound customer emails, mail, fax, social platforms, and escalated calls to customers using OSvC, Spredfast or Bazaarvoice
• Provide service center locations, information on product specifications, compatible accessories, pricing, and where to buy the desired product
• Enter orders and provide status of existing orders
• Contribute to special projects, testing, and research as needed

Maintain and Improve Call Center Quality

• Maintain a quality average call quality score of 90%

Improve Call Center Job and Business Knowledge

• Complete Brother University (BU) courses
• Attend product training sessions
• Attend meetings such as a monthly staff meeting or customer service departmental meeting to gain insight into the Brother business

Maintain Department Key Performance Indicators

• Maintain average talk time, release time, occupancy, and number of calls within guidelines

QUALIFICATIONS

Education:

-High School Diploma (or G.E.D.) General Education Curriculum

Experience:

Minimum 3 years:

-Inbound call experience as a Customer Specialist in a Customer Contact Center

Minimum 1 year

-Basic sewing knowledge & experience using a sewing machine

-Scrapbooking, paper crafting & experience using a cutting machine

Software/Technical Skills

-Microsoft Office Suite (Word, Excel, and Outlook)

Other Skills/Knowledge/Abilities

-Excellent customer service phone skills

-Good communication skills, both written and verbal

-Proficient typing skills

-Ability to navigate websites to provide information to customers

This role will be a hybrid role. Subject to business needs, employees may work remotely up to two days per week. Assigned office days will be determined by managers.

What We Offer Our Employees

We offer an above-market benefits package that includes a choice of Health Insurance plans (including Dental and Vision Insurance), a generous 401(k) Retirement Savings Plan, paid holidays, paid time off (PTO), and more! Plus, if you\'re considering an advanced degree that would help you achieve your development and career goals, Brother USA offers a highly competitive tuition reimbursement program.

See what all the fuss is about! Apply today to learn why Forbes called Brother one of the World\'s Best Employers (2020) and NJBIZ called Brother one of the Best Places to Work in New Jersey (2021)!

Brother International Corporation has earned its reputation as a premier provider of home office and business products, home appliances for the sewing and crafting enthusiast as well as industrial solutions that revolutionize the way we live and work. Brother International Corporation is a wholly-owned subsidiary of Brother Industries Ltd. With worldwide sales exceeding $6 billion, this global manufacturer was started more than 100 years ago. Bridgewater, New Jersey is the corporate headquarters for Brother in the Americas. It has fully integrated sales, marketing services, manufacturing, research and development capabilities located in the U.S. In addition to its headquarters, Brother has facilities in California, Illinois and Tennessee, as well as subsidiaries in Canada, Brazil, Chile, Argentina, Peru and Mexico. For more information, visit .

Brother International Corporation ("Brother") is an equal opportunity employer and does not discriminate or make employment decisions on the basis of race, color, religion, sex, disability, or any other characteristic protected by applicable state or federal laws. If you require any physical or other assistance in completing this application, a reasonable accommodation will be made upon request.

Brother