Part-Time Customer Service Representative

Kidron, OH
04-21-2021
Corporate Headquarters Kidron
Depends on Experience  Hourly
Part Time

Position Summary & Purpose:      

The Customer Service Representative (CSR) will be the point of contact for all customers communicating via phone and online. This position is customer-focused, requiring the ability to multi-task on telephones, computer software and Live Chat, coordinate and execute emails, effectively locate answers and solutions to customer inquiries as well as provide product support to our customers. An ideal Customer Service Representative is an excellent communicator and an efficient problem-solver, with the ability to maintain patience and composure at all times. As the front-line support for our customers, your role is vital to our success as a company.

Most of the year, our team works M-F with a rotating Saturday schedule. We offer paid orientation, paid on the job training and paid holidays for all staffing levels. Our full time employees are offered paid vacations, medical, dental, vision and life insurances as well as short-term disability and 401k options.

Family owned and operated, Lehman's has been in business since 1955. Over the years, we have been selected as one of the best destinations to visit in Amish Country. While our customers are world-wide, we are a local, homegrown company with a family atmosphere and team environment. Learn more about us and the products we offer at www.lehmans.com.

Duties & Responsibilities:

  • Customer Service – The Customer Service Representative (CSR) will be expected to actively participate in multiple divisions within the Customer Service Department.  The CSR's duties can be any portion in whole, or in part; or any combination thereof, consisting of the duties listed below:
    • Telephone – inbound and outbound calling
      • Confer with customers in order to:
      • Provide information about products and services
      • Place/modify orders
      • Cancel orders
      • Track shipments
      • Address concerns
      • Obtain, modify, track and/or cancel payment
      • Contact customers to notify of:
      • Temporary out of stock or held items
      • Claim/Warranty Investigations
      • Receipt of returned items
      • Follow up to customer concerns
  • Catalog / Mail Inquiries
    • Receive and process all orders, inquiries, correspondence received via mail from consumers and distribute to appropriate departments if not a product inquiry or order
  • E-commerce
    • Receive and process all orders placed via web entry either from Lehman's web site or various other e-commerce locations
  • Returns
    • Receive and document all returns and apply credits to appropriate customer accounts and locations
    • Begin warranty/claim process as needed for defective merchandise
  • Wholesale
    • Assist with research, development, ordering, follow up, billing and other duties as assigned while working with the wholesale division
  • "Live Chat" – interact with customers via Live Chat program to assist with orders, product inquiries, etc.
  • Multi-Tasking – Ability to perform multiple tasks at one time such as but not limited to:
    • Talking to a customer on the telephone while inputting their order into the Lehman's computer system
    • Answering a customer question via telephone and live chat at the same time
    • Answering a customer question via telephone and processing incoming customer  mail/email
  • Grievance Resolution – receive, process and resolve customer grievances with products or persons by using active listening techniques and getting to the root of the grievance.  If the CSR is unable to resolve the grievance on his/her own, then he/she will refer the customer to the appropriate person/department for resolution.
  • Accurate Record Keeping – of customer interactions, transactions, inquiries, concerns, resolutions, actions taken, etc. for future reference
  • Customer Billing and Confidentiality – ability to process billing errors, refunds, exchanges and purchases via access to customer's personal banking.  Must be able to keep customer's personal information private and adhere to confidential banking standards and regulations.  Personal banking information is considered:
    • Credit Card
    • Bank information
    • Etc.
  • Reporting – Daily, Weekly, Monthly, Quarterly
    • Daily Balancing
      • Batching
      • Checks
      • Credit/Debits
    • Sales
    • Inventory
    • Holds
    • Shipping Costs
  • Physical  Responsibilities
    • Ability to work in a controlled, indoor environment
    • Ability to remain in a stationary position for long periods at a time
    • Ability to use a personal computer and telephone                                                                                 
  • Other duties as assigned

Qualifications:

Education

  • Minimum of an Eighth (8th) Grade education
  • High School Diploma or GED preferred

Experience

  • Minimum experience required for this position 0-6months prior customer service experience (call center experience preferred but not mandatory)
  • Lehman's will provide on-the-job training to qualified applicants

Certifications – Permanent Full and Part Time Employees Only

  • Must be able to obtain and maintain various Lehman's product certifications

Travel – not a job requirement

Time Management – the ability to manage one's own time and prioritize projects

Scheduling

  • Must be willing and able to work assigned shift/schedule/provisory period as defined by supervision based on staffing needs
  • Must be able to provide reliable transportation for self to and from assigned worksite(s). Transportation can include but is not limited to self-transport, car-pooling, hired drivers, horse & buggy, bicycle, etc.  Neither Lehman's nor Lehman's supervision is responsible for securing or providing reliable transportation for this position.
  • Dependability - must be willing and able to maintain proper attendance and punctuality standards; must be reliable, responsible and fulfill all employment obligations

Language

  • English – must be able to communicate fluently and understand the English language utilizing any and all forms of communication (written, verbal, visual, etc.)
  • Dutch (Pennsylvania Dutch) – not a necessary job requirement, but helpful in dealing with Amish visitors/customers