Customer Service Rep - E10

  • Location
    Carlsbad, California
  • Job type
    Contract/Temporary
  • Salary
    $18.00/Hour
  • Category
    Call Center & Customer Service - Customer Service

Position Summary:

A member of TaylorMade’s Customer Service Team focused on delivering the best customer service in the industry while maximizing all support opportunities via inbound and outbound phone, email and chat activity.  Acts as the primary contact for incoming customer service questions.  Each Customer Service Specialist is expected to have a strong understanding of all TaylorMade product offerings and sales programs in addition to a working knowledge of the appropriate operating systems.  This position works in highly collaborative, relational team environment where accountability and ownership for results is paramount.

 

 

Essential Functions and Key Responsibilities:

  • Project a positive, helpful attitude by being an active listener while attending to multiple tasks and responsibilities.
  • Actively participate in team atmosphere to achieve department and company goals.
  • Handle a wide variety of customer calls to answer questions and/or identify service needs. 
  • Process appropriate action including inputting of orders, initiation of warranty/repairs, initiation of credits/returns, etc.
  • Utilize CRM system (Sugar) to record, track and manage all customer interactions.
  • Attempt First Call Resolution (FCR) for all customer calls, utilizing problem solving skills and available resources.
  • Maintain and enhance customer relationships by building trust and resolving issues promptly and completely.
  • Work cross-functionally with internal partners (i.e credit, Shipping) to identify problems, make order adjustment,  recommend process changes or solutions to achieve the best results
  • Contribute to team and company success through regular, ongoing training programs as administered by supervisors, trainers, and Human Resources.
  • Maximize time, upsell opportunities and effectiveness on inbound calls with customers.
  • Performs other related duties and assignments as required.

 

 

Knowledge and Skills Requirements:

  • Golf industry knowledge required.
  • Fluency in English language with strong written and verbal communication, interpersonal and persuasion skills are required.
  • Active listening skills and customer service orientation mandatory.
  • Excellent communication, interpersonal and influencing skills.
  • Ability to work across teams and manage priorities to accomplish multiple tasks is required.
  • Individuals must work cooperatively and establish positive cross-functional relationships within the organization.
  • Proficient in Microsoft Suite (Word, Excel, Outlook, PowerPoint).

 

 

Education, Work Experience, and Professional Certifications:

  • Highschool Diploma or equivalent required.
  • Bachelor’s or equivalent degree in a business related field preferred;
  • Prior experience in customer service environment required.

 

 

Work Environment / Physical Requirements:

  • Normal office conditions with extensive computer and phone usage
  • Ability to work extended hours as necessary
  • Able to work efficiently and accurately in an atmosphere of frequent interruption
  • Light physical effort equal to frequent lifting or moving of lightweight materials

 

 

The above description is intended to show in general terms, the responsibilities for which the position exists and the type, level and work which must be satisfactorily performed in order to be successful in the position.  However, this description is not intended to be an all-inclusive listing of work requirements nor an all-inclusive list of skills and abilities required to do the job. While this is intended to be an accurate reflection of the current position, management reserves the right to add, modify, change or rescind the duties, responsibilities and activities or to make reasonable accommodations so that qualified employees can perform the essential functions at any time with or without notice.  Nothing in this job description changes the at-will relationship between the Company and its employees.



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Reference number US_EN_99_020952_11889352