CONSUMER SERVICE ( CALL CENTER) TEMPORARY TO PERM POSITION

Description Sportcraft, Ltd.
Consumer Service Representative (Temporary Position - 3 Months)
Job Description


The Consumer Service Representative reports to the CCIC Affairs Manager and is accountable to that executive for the performance of his/her duties. His/her primary objective will be to service all consumers’ calls and support the Consumer Service Department.


I.) Responsibilities/Duties

The Consumer Service Representative shall conduct his/her activities in accordance with the company’s guidelines and principles. He/she is responsible for and has commensurate authority over each of the following areas:

• Answer Consumer calls (or return audix calls) in a professional manner and resolve in the best interest for the consumer.
• Place consumer orders in the system for shipment of all warranty items, usually within 24 hours..
• Handle consumer e-mails by placing orders or responding to consumer requests within a 24-hour period..
• Complete electronic dartboard repair request forms and advise consumers how to send in for repair.
• Communicate any problems or questions, which prevent the timely and accurate entry of orders to the department supervisor immediately.
• Communicate all consumer feedback regarding frequent complains about specific products to department supervisor immediately.
• Review returned packages by either UPS or mail to see why they were not delivered and send out again or have returned to stock.
• Send out instructions or other forms that consumers or stores have requested.

II.) Standards of Performance

The Consumer Service Representative will be considered to have adequately performed his/her duties when the following objectives are met:

• Answer all calls in a timely and professional manner with a positive resolution.
• Respond to all e-mails the same day as received.
• To limit the number of audix calls and respond to all the same day.

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