Customer Service Representative II
AAON · Tulsa, OK
Job description
Customer Service Representative II The Customer Service Representative II is responsible for handling more complex customer interactions, including escalated inquiries, product support, and issue resolution. This role contributes to organizational objectives by ensuring timely and effective customer service, improving satisfaction, and supporting operational efficiency. The position works with increased independence while serving as a key liaison between customers and internal teams. This role also supports process improvements and provides guidance to entry-level team members. Primary Duties: • Respond to and resolve escalated customer inquiries, concerns, and complaints in a timely and professional manner. • Provide intermediate-level product support and technical guidance within established parameters. • Coordinate with engineering, production, logistics, and other teams to resolve customer issues and ensure successful outcomes. • Manage order changes, returns, and warranty-related requests with accuracy and attention to detail. • Maintain accurate records of customer interactions, transactions, and issue resolutions. • Monitor customer concerns and identify trends or recurring issues to support process improvements. • Ensure adherence to company procedures and service standards while maintaining a high level of customer satisfaction. • Support ongoing communication between customers and internal teams to ensure expectations are met. • Provide guidance and mentorship to Customer Service Representative I team members. • Assist with training and onboarding of new team members. • Support process improvement initiatives to enhance customer service efficiency and experience. • Participate in cross-functional projects to improve customer support processes. • Performs other duties as assigned. Job Requirements Education and Experience Requirements: • Requires an Associate degree or equivalent work experience; • 2+ years of experience in customer service or a related field, • Or any combination of education and experience, which would provide an equivalent background. Experience in a manufacturing or technical environment preferred. Knowledge, Skills, and Abilities: • Working knowledge of customer service practices and systems. • Intermediate understanding of products and technical concepts. • Strong problem-solving and conflict resolution skills. • Ability to manage multiple priorities and work independently. • Effective verbal and written communication skills. • Proficiency in customer management systems and standard business tools. Essential and Physical Functions: • Ability to analyze and resolve moderately complex customer issues. • Strong attention to detail and organizational skills. • Ability to manage multiple tasks in a fast-paced environment. • Ability to communicate technical information clearly to customers and team members. • Ability to sit or stand for extended periods while working on a computer and phone system. Work Environment: • Perform work primarily in an office or hybrid environment. • Occasional exposure to manufacturing or warehouse settings during training or issue resolution. • Regular interaction with customers, internal teams, and leadership. • Fast-paced, collaborative environment requiring adaptability and responsiveness. • Compliance with all company policies and procedures to maintain a safe working environment. • Use of personal protective equipment (PPE) as required when visiting operational areas. Disclaimer: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice. This job description is not an exhaustive list of all functions that the employee may be required to perform, and the employee may be required to perform additional functions. The company reserves the right to revise this job description at any time. The employee must be able to perform the essential functions of the position satisfactorily. If requested, reasonable accommodations may be made to enable employees with disabilities to perform the essential functions of the job, absent undue hardship.
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At Five Below our growth is a result of the people who embrace our purpose: We know life is way better when you are free to Let Go & Have Fun in an amazing experience, filled with unlimited possibilities, priced so low, you can always say yes to the newest, coolest stuff! Just ask any of our over 20,000 associates who work at Five Below and they'll tell you there's no other place like it. It all starts with our purpose and then, The Five Below Way, which is our values and behaviors that each and every associate believes in. It's all about culture at Five Below, making this a place that can inspire you as much as you inspire us with big ideas, super energy, passion, and the ability to make the workplace a WOWplace! Thanks for your interest in joining Five Below! Due to the high volume of applications we receive, we're not able to respond to every applicant. Our team will reach out directly if your experience is a match for the role. For all other applicants, we'll keep your information on file and may contact you for future opportunities. If you want to be at the heart of Five Below's energy, our part-time Sales Associates are right in the center of the action. We're looking for candidates with a passion for delivering outstanding customer service while driving strong sales. Key qualities include excellent people and sales skills, attention to detail in keeping merchandise organized, ensuring the floor is always well-stocked, and providing seamless checkout experiences at the register. RESPONSIBILITIES • Greet and assist customers promptly: Approach and acknowledge customers immediately, providing assistance and handling multiple customers efficiently. • Understand and meet customer needs: Assess customer needs by sharing product knowledge, answering questions, directing them to merchandise, and offering recommendations. 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QUALIFICATIONS • At least 16 years old • Available to work a flexible schedule • Comfortable with or willing to learn technology (such as cash registers, hand-held and mobile devices) • Good communicator with the ability to engage with customers • Able to handle customer interactions and potential issues/concerns courteously and professionally • Use basic information-gathering skills to solve problems • Ability to learn procedural knowledge acquired through on- the-job training ESSENTIAL JOB FUNCTIONS • Frequently operate cash register • Frequently move merchandise weighing up to 25 lbs and places/removes merchandise up to a height of 5-10 feet • Frequently ascend/descend ladders in order to retrieve and put away stock • Frequently position self to kneel, bend, twist, and stoop, including in the stock room and on the sales floor • Frequently communicate and exchange information with customers on the telephone and face-to-face in the store, as well as with managers and coworkers. Must be able to exchange accurate information in these situations • Frequently move across the sales floor assisting customers, as well as to and from the stock room retrieving and putting away merchandise • Ability to work a flexible schedule to meet the needs of the business, which will require day, evening, weekends and may include overnight shifts and travel (as required) • Must be able to identify and discern email and print instructions regarding merchandise layouts, associate schedules, and standard operating procedures • Must be able to remain in a stationary, upright position for 80% of the time Explore our benefits site to discover all the perks and support we offer! From health coverage to financial and personal wellness, we've got you covered-check it out today! benefits.fivebelow.com/public/welcome Five Below is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, age, national origin, disability, protected veteran status, gender identity or any other factor protected by applicable federal, state, or local laws. Five Below is committed to working with and providing reasonable accommodations for individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please submit a request and let us know the nature of your request and your contact information. crewservices.zendesk.com/hc/en-us/requests/new Position Type: Hourly Position Starting At: $11.00 BE AWARE OF FRAUD! Please be aware of potentially fraudulent job postings or suspicious recruiter activity by persons that are posing as Five Below recruiters. Please confirm that the person you are working with has an @fivebelow.com email address. Additionally, Five Below does NOT request financial information or payments from candidates at any point during the hiring process. If you suspect fraudulent activity, please visit Five Below's Career Site to verify the posting. fivebelow.com/info/careers