Rockler Companies, Inc.
  • Call Center
  • Medina, MN, USA
  • Full Time

The Technical Service Representative answers technical questions received from customers and responds to order status as well as merchandise problems.  You are also responsible for providing product information to internal and external customers.

Come work for an industry leader! Rockler Companies, Inc. is a growing national retail, direct mail and publishing organization with retail stores across the U.S. We're committed to attracting and employing the best people by offering competitive salaries and benefits, a diverse work environment, and challenging growth opportunities. Learn more about our company at www.rockler.com!

Equal Opportunity Employer/Male/Female/Disabled/Veteran

Major Areas of Accountability:

  • Responds to inquiries varying broadly in nature and scope relative to our product application, product usage via:
    • Phone, mail, fax, email, or chat
  • Answers specific customer inquiries as to our product application and suitability under specific circumstances.
    • Phone, mail, fax, email, or chat
  • Identifies and communicates merchandise problems to the appropriate departments. May convey suggestions for new items to be included in catalogs.  Evaluate new and existing products for quality and effectiveness.
  • Aids in gathering technical data for instructions and technical manuals to ensure efficient introduction of new products.
  • Follow SOP to respond to customer questions with a refund or replacement of defective merchandise. Make decisions regarding return of damaged/defective merchandise according to SOP.
  • Answer telephone calls in a professional and courteous manner. Maintain control of calls and keep focused while multi-tasking to process the order or request as needed.  Being efficient and effective so as to best manage in-coming call workload demands.
  • Backup Customer Care team by providing outstanding customer service for each and every customer interaction including: 
    • Taking phone orders.
    • Handling Customer Service phone calls.
  • Actively contribute constructive ideas and input on improvements.
  • May perform other duties as assigned to include internet specialties listed below.
  • Respond to customers on live chat within 1 minute, providing quick responses to solve their issue.
  • Answer all e-mails within 6 hours, providing ways to solve their issue.
  • Review, process and close CS issues.
  • Attendance is an essential function of this position and we rely on all our employees to be at work during their scheduled shift.

Requirements for Position:

  • Strong customer service and listening skills
  • Requires the ability to quickly analyze customer problems and develop reasonable solutions.
  • High school education or GED equivalent' 3 years customer service experience desired.
  • Computer skills (knowledge of Microsoft Office applications, Internet navigation. Adobe Acrobat)
  • Knowledge of woodworking products, the use of these products, and the technical specifications of such products.
  • Ability to keep call focused while promoting specials and add-on products.
  • Critical thinking skills.
  • Able to successfully multi-task
  • Knowledge of CNC and Laser machines in the woodworking arena is a plus.
Rockler Companies, Inc.
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