Customer Service Rep II

About Franke

We, the Franke company with its three divisions, are a world's leading supplier of products and services for domestic kitchens, the professional foodservice systems and the convenience store sector as well as for professional coffee making. With around 60 companies, we are at home on five continents. Over 8,000 employees constantly take on new perspectives to identify opportunities and turn them into inspiring, innovative solutions for tomorrow’s demands.

The Franke Coffee Systems division is a leading global provider of state-of-the-art solutions for professional coffee making. Together with our trade partners, we are committed to delivering premium best-in-class in-cup-quality, consistency and beverage variety, as well as ensuring an outstanding customer experience through constant innovation.

About the job

We are currently seeking a Customer Service Representative II to join our Coffee team in Smyrna, TN. This role will primarily be responsible for completing service requests, providing customers with product and/or service information, resolving issues, and ensuring customer satisfaction. Successful candidates will be:

• Highly organized and possess the ability to multi-task. 
• Thrive in an independent work environment.
• Be available to work Monday - Friday, 8:00 AM - 5:00 PM and occasionally on holidays to support our customers.
• Enjoy answering phones all day long with a smile and professionalism.

Essential Duties and Responsibilities

• Scheduling reactive, contract, or installation services. 
• Answers incoming calls, faxes, or emails to assist customers with their service requests; responds promptly to high call volume. 
• Makes outbound calls which may include contacting customers, manufacturers and third party dealers to place orders, initiate and/or obtain authorization for service, verify warranty and billing status and schedule installation services. 
• Asks the customer the proper questions to ensure service needs are met. 
• May verify payment information, and authorize credit cards and PO numbers. 
• Ensures accurate data is entered into all appropriate systems. 
• May schedule and dispatch field service technicians, with the proper skill set, to the customer who requires the service within the appropriate time frame to compete service requests. May also operate and maintain the dispatch board. 
• Handle escalated calls when management is not present 
• Trains new representative, and at times evaluate employee performance. 
• May run basic reports for customers 
• Reliable attendance is a must 
• Other duties as assigned 

Requirements

• High School Diploma or GED
• Minimum three years’ prior related work experience in Customer Service.
• Minimum one year in a call center environment highly preferred.
• Salesforce experience a plus.
• Be available on holidays to support our customers.
• Enjoy answering phones all day long with a smile and professionalism.

Knowledge, Skills and Abilities

• Customer Service - Knowledge of principles and processes for providing customer service. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction. 
• Basic Language Skills - Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations, to customers, clients, and other employees of the organization. 
• Intermediate Math Skills - Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry. 
• Basic Reasoning Ability - Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations. Excellent financial software experience 
• Computer Skills - typing, word processing, basic spreadsheet, internet.