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Customer Service Representative

Company: EZ-ACCESS, a dba of Homecare Products, Inc.
Location: Madison
Posted on: November 26, 2022

Job Description:


The basic function of the Customer Service Representative HHC is to present a positive first impression of the company to all potential customers. The CSR will work with the customers in placing their orders or checking status of an order. The CSR may correspond with customer on answering product feature, pricing, or availability questions as well as promote monthly sales promotions. They will also help customers with warranty issues and any necessary return merchandise, as well as work with our receiving team on ensuring that all returns get to our accounting department.


- Provide exceptional customer service through direct and indirect communication, including, but not limited to, answering phones, responding to emails and faxes from our HHC dealers and end users

- Ensure that .Net customer database is updated with relevant notes, as well as contacts, as needed

- Process purchase orders and RFQs (request for quote) for our dealers, as requested

- Update management and sales team on any account changes


- Answer phone within three rings and provide solutions to questions or concerns, additionally transferring calls to the appropriate party

- Educate customers on products (styles, features, pricing, terms, shipping options)

- Promote monthly sales promotions and specials

- Enter faxed purchase orders into .Net

- Prepare orders for shipment, determining most efficient warehouse to ship product from

- Prepare and assist customers in larger quote requests for our Pathway product

- Proactively do weekly follow up on all Pathway quotes entered

- Advise customers of potential order delays while also tracking UPS and LTL shipments, as needed

- Proactively communicate to customers any revisions, changes occurrences that may affect the market

- Fulfill literature requests for dealers

- Assist customers with overflow return requests; assigning RMA numbers as needed

- Fill out and process incident reports of damaged/defective materials

- Follow up on warranty issues, as needed

- Miscellaneous clerical duties as assigned


To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


High School diploma or equivalent.

1-2 years of customer service experience


Excellent communication skills, both verbal and written and must be able to communicate clearly both in person and on the phone.


Basic math skills, comfortable with 10 key and calculator use.


Requires substantial ability to problem solve and select appropriate form of action.


Basic computer navigation with Microsoft Outlook, Word and Excel. Ability to learn company shared networks. Ability to successfully navigate and use company custom software.


Ability to listen as to hear and comprehend; ability to see as to read, comprehend and assess complex situations; ability to sit at a desk and function in a cubed office environment.


Cubed office environment where possible distractions from surrounding must be overcome. Busy, fast paced, multitasking environment.

Must be able to work with others and help support the corporate culture.

Homecare Products, Inc. is an Equal Opportunity Employer. m/f/d/v

Job Type: Full-time

Pay: From $17.00 per hour

* 401(k)
* 401(k) matching
* Dental insurance
* Employee assistance program
* Health insurance
* Life insurance
* Paid time off
* Tuition reimbursement
* Vision insurance
* 8 hour shift
* Day shift
* Monday to Friday

Work Location: One location%58047475%

Keywords: EZ-ACCESS, a dba of Homecare Products, Inc., Nashville , Customer Service Representative, Other , Madison, Tennessee

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