About Fellers, LLC
Since 1986, Fellers has been a reliable source of sign and graphics films, color change vinyls, and supplies for printers, sign makers, and installers across the U.S. In 2021 Fellers was purchased by APG, a San Francisco based Private Equity firm. Since this time, Fellers has invested heavily in their business and has expanded into new growth segments including automotive window tint, paint protection film, printing and finishing equipment, tools, and film-cutting software. Fellers is the trusted leader in delivering speed, service, and selection to our customers. This is backed by a national network of warehouses, stocked with industry leading brands and a competitive proprietary branded product offering. Additionally, Fellers has a dedicated sales team which is supported by best-in-class customer service and technical support professionals to deliver superior service.
About the role
- The Customer Service Representative will be responsible for answering customer service inquiries. They will handle requests with a focus on improving satisfaction, loyalty, and overall experience throughout the organization. As a Customer Service Representative, you will be responsible for contributing to the company's success by delivering exceptional customer experiences and maintaining department service level targets.
What you'll do
- Answer calls and respond to emails
- Handle customer inquiries both telephonically and by email
- Research required information using available resources
- Manage and resolve customer complaints
- Provide customers with product and service information
- Enter new customer information into system
- Update existing customer information
- Process orders, forms and applications
- Identify and escalate priority issues
- Route calls to appropriate resource
- Follow up with customer calls when necessary
- Document all call information according to standard operating procedures
Qualifications
- Minimum 1 year experience in Customer service role
- Strong customer service and active listening skills
- Excellent communication skills
- Ability to prioritize work and manage time effectively
- Basic Computer Skills
- High School Diploma
- A passion for customer advocacy
- Proficient with Microsoft Office Suite