Ecommerce Customer Service Associate

Russo Hardware, Inc.

Elgin, IL


Customer Service Representative 

 

Availability:

Flexible Scheduling!

Full-time benefits eligibility (40 hours per week, bi-weekly pay periods) with potential overtime

 

Company Overview: 

To tell you who we are, let’s start with who we’re not. We’re not one of those power equipment dealers that treat customers like the next numbered sale. We’re not that parts and service center that forgets the true meaning of service. And we're definitely not that big box store with a limited supply of on-the-job expertise. Russo Power Equipment is the premier power equipment and landscape supply dealer in the Midwest!

 

Position Summary:

Our customer service is the heartbeat of Russo Power. We depend on our Call Center employees to serve our customers and fulfill our promise of reliability. Customer service representatives provide solutions for customer complaints and questions, provide customers with information about products, take orders, and process returns. 

 

Responsibilities/Duties:

  • Guide and process customer orders and inquiries in a fast-paced environment 
  • Communicate with customers via phone & email
  • Provide knowledgeable answers to questions about products, pricing and availability
  • Respond to shipping inquiries and answer order status questions
  • Become a product expert and understand each customer's needs to provide real, effective solutions and deliver exceptional customer service
  • Engage with clients in a friendly and professional manner while actively listening to their concern
  • Offer support and solutions to customers in accordance with the Russo Power’s customer service policies
  • Demonstrate superior product knowledge by accurately describing the main features and benefits of the product
  • Perform work accurately and thoroughly
  • Improve the level of customer satisfaction
  • Able to develop a trusting relationship with Russo customers
  • Dependable attendance and punctuality
  • Other duties as assigned by management


Qualifications

Knowledge, Skills and Abilities:

  • Must possess good general computer skills
  • Detail oriented, organized, professional attitude and reliable
  • Ability to multitask and prioritize customer interactions 
  • Ability to handle phone calls and emails effectively
  • Strong problem solving and multi-tasking skills
  • Strong written and oral communication skills
  • Working knowledge of outdoor power equipment, landscaping and snow industry is a plus
  • Bilingual-Spanish is a plus

 

Credentials and Experience:

  • High School Degree or equivalent 
  • Customer Service: 1 year required
  • Contact Center: 1 year preferred
  • Sales: 1 year preferred 
  • Proficient with Microsoft 365 (Teams, SharePoint, Excel, Word)
  • ERP knowledge ( i.e. Microsoft Dynamics NAV) preferred 

 

Physical Demands

  • Frequently required to sit for long periods of time
  • Continually spend long periods of time looking at a computer screen

 

Benefits:

  • Flexible scheduling (Open Saturdays till noon, closed Sunday’s!)
  • Paid time off
  • Paid vacation
  • Overtime opportunity
  • Major medical- BlueCross BlueShield
  • Vision and dental coverage
  • 401(k) employer match contribution- WE MATCH 100%
  • FREE company apparel
  • Wellness programs
  • Professional development opportunities
  • Employee discount

 

 Russo Hardware, Inc. provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Russo Hardware, Inc. complies with all applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

 

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