What does a Customer Support Representative I do at Rinnai?

Delight customers by answering and resolving customer questions via phone and/or digital channels. Provide prompt product support to consumers and answer general inquiries about registration, warranty, or product issues. Process orders and/or log problem incidents using desktop tools.

• This position is hybrid and located at 103 International Dr. Peachtree City, GA.
• Must be able to work a flexible schedule between the hours of 8:00am EST - 8:00pm EST.
• This position requires flexibility in scheduling based on business and customer support needs. While standard hours are typically maintained, occasional evenings, weekends, and/or on-call shifts may be required to ensure timely resolution of issues and maintain customer continuity.
• Other Perks/Benefits: Best-in-class health benefit programs that provide eligibility on 1st day of employment, 401k match, Paid Volunteer Community Service Day, and so much more.

FOCUS ON CONSUMER CUSTOMER ISSUES

• Apply Rinnai’s “world class” customer service philosophy to our indirect customer base mainly composed of consumers who inquire about our products.
• Identify and handle the indirect consumer / customer inquiries via telephone, email or any other form of communication, completely, timely and accurately.
• Support Consumer-resolvable technical issues on Rinnai products; refer customers to Service providers within the PRO network when professional help is needed. Provide support on TANKLESS WATER HEATERS and consumer-applications and settings.
• Provide proper documentation of consumer / customer inquiries within Rinnai’s established tracking system to manage customer needs, issues and resolution.
• Uses available technologies and/or product literature and follows established processes to ensure accuracy and operational effectiveness in the handling of customer inquiries.
• Assist customers in determining parts needed. Accurately enter and process all parts orders within the parts order entry system.
• Effectively interact closely with Purchasing in identifying the need and timely ordering of parts to replenish inventory.
• Respond to distributor/customer requests for up-to-date parts lists, and pricing.
• Process paperwork timely for parts order credits issued due to shipping damage, incorrect shipments, etc.
• Maintain detailed and current knowledge of the Company’s products and parts.
• Respond to questions regarding shipping status of orders and returns
• Quote repairs and get approval for repair/shipment
• Monitor order status and expedite delivery as required
• Provide feedback on updates needed to internal/external Knowledge Base as needed
• Perform other duties as assigned
• Overtime as required
• Awareness and compliance of Company Policies and Procedures

REQUIREMENTS:

KNOWLEDGE

• High school diploma or equivalent required.
• 3 + years' experience demonstrated strong customer service skills
• Proven experience and knowledge effectively servicing customer base in multi-channeled working environment.
• Customer Resolution Techniques to successfully complete customer situations.

SKILLS

• Intermediate computer skills with MS Office experience to be proficient.
• Confident, professional, courteous telephone techniques
• Excellent verbal and written communication skills to deliver and interpret information exchange most concisely.
• Efficient time management skills, with the ability to listen and follow through with appropriate action
• Comfortable with sales techniques to present value-added services to customers

ABILITIES

• Must be able to work a rotating shift between the hours of 8 AM and 8 PM eastern including weekends and holidays.
• Ability to work co-operatively and effectively in a team
• Build and maintain effective relationships with all levels of staff and customers.
• Strong customer service orientation
• Adaptability and flexibility
• Ability to plan and operate with a minimum of supervision
• Approachable, able to establish rapport
• Extensive or high volume of paperwork/digital data
• Detail-oriented and accurate

Physical Requirements:

Physical Activities

• Remaining in a stationary position, often standing, or sitting for prolonged periods
• Repeating motions that may include the wrists, hands and/or fingers.
• Communicating with others to exchange information.

Environment Conditions

• No adverse environmental conditions expected.

Physical Demands

Light work that includes moving objects up to 20 pounds

Benefits

Medical, Dental, Vision, and Prescription

Flexible Spending Account (FSA) options for Medical and Dependent Care

Paid Time Off (PTO), Floating Holidays (FH)

Paid Holidays

401(k) Plan with Company Match

Company Paid Life Insurance

Voluntary Life Insurance

Short- and Long-Term Disability

Professional Development

Tuition Reimbursement

Annual Incentive Plan (AIP)

Referral Bonuses

Paid Volunteer Community Service Day

Tobacco and Drug-Free Campuses

Employee, family, and friend’s discount

Rinnai America Corporation is an equal opportunity employer that is committed to inclusion and diversity. We take affirmative action to ensure equal opportunity for all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other legally protected characteristics.