What are the responsibilities and job description for the Customer Support Representative position at Workwear Outfitters?
Workwear Outfitters has a strong legacy of building innovative and authentic market-right products and is a leading supplier of work apparel and footwear for diverse occupations in industries such as automotive, manufacturing, oil and gas, utilities, government, food services, telecommunications, hospitality, and many more. Workwear Outfitters is based in Nashville, Tennessee with over $800 million in sales and we employ more than 5,800 people in facilities spanning the globe.
Brands under the Workwear Outfitters umbrella include Red Kap, Bulwark, Image Authority, Kodiak, Terra, Walls, Liberty , Work Authority, Workrite Fire Service, Chef Designs, and Horace Small. Workwear Outfitters is also the exclusive licensee for Dickies apparel in the B2B channel.
Our Purpose: "We champion and empower workers who make our world work better"
Major benefits include medical, vision and dental, Life and Disability coverage.
Other benefits included: 401K, Tuition reimbursement, Employee Assistance Program, Flexible Spending Accounts, and many others.
As a Customer Service Representative, here's what a typical day will look like:
- Set hours of Monday-Friday 8:30AM-5PM in-person, at our call center located at 545 Marriot Drive, Nashville, TN.
- Dedicated training period for new hires in our socially- distanced training room
- Responsible for basic and routine telephone calls and emails from customers
- Utilize standardized process to gather and confirm information
- May respond to inquiries or promote products
- May refer inquiries to more senior representatives or published material
As a Customer Service Representative, here's how you will make an impact:
- Supports the achievement of goals through personal effort in own work area
- Impact will be limited, typically to the immediate team although wider impact likely in customer facing roles
- Required to achieve daily and weekly tasks under general supervision with work regularly checked
As a Customer Service Representative, here are some skills you'll need:
Able to Apply What You've Learned:
- Applies knowledge of a body of standardized rules, procedures, operations, etc. within a specialized or technical field
- May include multistep processes which requires a fairly detailed knowledge of the specialized area
- Requires extensive on-the-job or previous training and experience
Problem Solving:
- Utilizes training knowledge to follow learned protocols and procedures that delight the customer
- Issues may occasionally require some fact finding to solve
- Non-routine issues typically escalated to more senior team member or supervisor
- Selects best option from a set of defined procedures/solutions using common sense and experience of similar situations
- Refers to procedures, technical aids, co-workers, and supervisors
Interpersonal:
- Interacts with a range of individuals both within and outside immediate team to convey basic information
- Requires basic written and verbal skills to respond to enquiries usually in a standard format and required to manage interaction in person or remotely (telephone, email)
- Interaction is of a day-to-day nature, requiring a professional manner, customer service skills, common courtesy, and tact
Accountability:
- Accountable for delivery of own work activities to agreed timescales and quality
- Performance measured against predefined service level requirements or equivalent metric
- Aware of costs and/or service level requirements and expectations
To be a Customer Service Representative, here are some requirements:
- High school diploma or equivalent education; Associate's degree preferred
- Minimum of one year of related experience strongly preferred
- Able to attend the majority of training, without having to take multiple days off, or leaving for an extended period of time
- Must pass a Business Communications, Microsoft Excel, and Contact Center Scenario assessment- to be taken online.
We are an equal employment opportunity/ affirmative action employer of minorities, females, protected veterans and the disabled. We are committed to providing equal opportunities in employment and treating our associates and applicants without discrimination on the basis of their race, color, gender, age, national origin, religion, sexual orientation, gender identity or expression, marital status, citizenship, disability, protected veteran status, HIV/AIDS status, or any other legally protected factor.