CUST SVC REP

Covercraft Industries, LLC is the leading branded manufacturer of Automotive, Marine and Recreational Vehicle protection products, as well as a market leader in outdoor protection products for Home and Garden since 1965. We are rapidly expanding and want to add energetic, goal-oriented new team members who will join in our growth in these exciting industries.

With nearly 1000 team members in 7 US states as well as operations in Mexico.

Our Mission is to design and manufacture quality products that protect the things that move you. Our Goal and Vision is to be the most sought-after source for customers seeking to protect their investments, hobbies, adventures, and memories. Covercraft expects to accomplish this by embracing our core values of Integrity, Excellence, Teamwork, Innovation and being Customer-Focused. 

Our team members are the key to our success and that is why we offer career opportunities with outstanding benefits including: 

• medical, dental, vision, 
• 401(k) Retirement Plan/Employer Matching
• Supplemental voluntary benefits (STD, Life, Accident) 
• Generous PTO Policy: beginning at 80 hours the 1st year of employment -> 120 hrs. 2nd year of employment; Paid holidays; Paid Bereavement 
• FSA -Flexible Spending Account
• Profit Sharing Plan – All active team members are eligible
• Career Advancement Opportunities

Educational Tuition Reimbursement

ESSENTIAL JOB FUNCTIONS:

• Ensure that every encounter with the company’s customers is as positive experience for both the customer and the company as possible.
• Become familiar with the company’s products and maintain a level of product knowledge to respond to consumer questions accurately and effectively.
• Be able to communicate professionally to answer consumer phone calls, emails, and chats professionally regarding various topics including order status, fitment issues, and returns.
• Be responsible for all customer contact regarding repairs, replacement, warranties, stock adjustments and product liabilities and credits demonstrating good decision making and communication skills.
• Following prescribed company procedure, determine customer eligibility to return product and issue a return authorization either by phone or by email.
• Write up all appropriate paperwork to process necessary repairs and replacements.
• Gather required information to submit product liability claims for approval.
• Investigate and resolve problems regarding mis-shipments or shortages.
• Be able to work in a team environment and fill in for other customer services representatives when needed.
• Anything else deemed necessary 

 

AUTHORITY:

All personnel are responsible for quality and therefore have the authority to stop production, if necessary, to correct quality problems.

 

SKILLS REQUIRED:

• Computer literate.
• Attention to detail.
• Excellent verbal and written communication skills.
• Self-directed; able to perform under limited supervision.
• Positive outlook and energy.
• Must enjoy speaking with customers and helping to address their needs.
• Ability to multi-task and work during bursts of high-volume activity.
• Ability to work occasional nights, weekends, or holidays

 

PREVIOUS WORK EXPERIENCE:

Previous Customer Service experience optimal but not required.

 

PHYSICAL REQUIREMENTS:

Sitting 100% all of shift.

 

EDUCATIONAL REQUIREMENTS:

High School diploma or GED.

 

This written job description should not be construed as an exhaustive list of all responsibilities, requirements, experience, duties and skills required.  Further, this job description may be changed or amended at anytime in the sole discretion of Covercraft.