Customer Care Specialist

Peachtree City, GA

Sparks, NV


Support our consumers and customers by applying Rinnai’s “world class” customer service philosophy to our consumer / customer base.   Maintain professional image of the Company being the first point of contact for customers/ visitors.  

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Primary Duties
  • Apply Rinnai’s “world class” customer service philosophy to our indirect customer base mainly composed of consumers who inquire about our products.
  • Identify and handle the indirect consumer / customer inquiries via telephone, email or any other form of communication, completely, timely and accurately. 
  • Provide proper documentation of consumer / customer inquiries within Rinnai’s established tracking system to manage customer needs, issues and resolution. 
  • Identify callers needing assistance from other departments and provide a “one-time” transfer  to the appropriate department or individual within the department in the most professionally based standard practice.
  • Uses available technologies and/or product literature and follows established processes to ensure accuracy and operational effectiveness in the handling of customer inquires.
  • Develop additional skillsets and enhance knowledge of complete Customer Care functions.
  • Accurately enter and process all parts orders within the parts order entry system.
  • Effectively interact closely with Purchasing in identifying the need and timely ordering of parts to replenish inventory.
  • Respond to customer telephone and fax inquiries regarding spare parts availability, pricing and/or order status to maintain positive levels of service response to our customers.
  • Assist customers in determining parts needed.
  • Respond to distributor/customer requests for up-to-date parts lists, and pricing.
  • Process paperwork timely for parts order credits issued due to shipping damage, incorrect shipments, etc.
  • Maintain detailed and current knowledge of the Company’s products and parts.
  • Embrace and support growing business demands in a changing environment
  • Various projects as requested
  • Awareness and compliance of Company Policies and Procedures
  • High school diploma or equivalent required.
  • Minimum 1 year of customer service experience in a call-center environment
  • Proven experience and knowledge effectively servicing customer base in multi-channeled working environment.
  • Customer Resolution Techniques to successfully complete customer situations
  • Must be able to work a rotating shift between the hours of 6 AM and 1 AM eastern including weekends and holidays.
  • Ability to work co-operatively and effectively in a team
  • Build and maintain effective relationships with all levels of staff and customers.
  • Strong customer service orientation
  • Adaptability and flexibility
  • Ability to plan and operate with a minimum of supervision
  • Approachable, able to establish rapport
  • Intermediate computer skills with MS Office experience to be proficient.
  • Confident, professional, courteous telephone techniques
  • Excellent verbal and written communication skills to deliver and interpret information exchange most concisely.
  • Efficient time management skills, with the ability to listen and follow through with appropriate action