Customer Service Representative

Hoover & Strong – Customer Service Representative Hoover & Strong (Chesterfield, Virginia)

Hoover & Strong is looking for friendly, fast‑thinking people to chat with customers via phone, email, and messages. The successful candidates will help place orders, answer questions about the company’s products and services, and solve problems when things don’t go as planned.

If you’re someone who:

• Loves learning new things
• Stays cool under pressure and thinks on your feet

…you’ll fit right in!

• Requires 2+ years’ experience in Customer Service, Inside Sales, or Call Center.
• Requires minimum of High School Diploma/GED, Preferred Associates or Bachelor’s Degree.
• Reliable and punctual; shows up for all scheduled work shifts.
• Requires excellent verbal and written communication abilities—essential to the position.
• Requires minimum typing speed 40 WPM. Requires a solid understanding of weights and measures (i.e., ounce, grams, inches and millimeters) along with ability to perform simple math equations.
• May be required to perform specific tasks that involve standing, bending, lifting, pushing, pulling, squatting or kneeling.
• Must be able to lift with or without mechanical aids on a recurring basis (up to 15 lbs.).
• Finger dexterity and both gross and fine manipulation.
• Comprehension of training forms such as Standard Operating Procedures.
• Comprehension of orders and ability to answer questions regarding orders to customers.

• Consistently answers the average percentage of inbound calls, enters the average percentage orders and line items and finalizes an average amount of pending credits.
• Provide knowledge of over 30,000 products and services offered. Must be able to clarify requests, answer questions and provide information on promotions, products and pricing.
• Process data entry of orders and promptly submit ship date requests.
• Send, receive and file contracts and forms for new accounts or changes to accounts.
• Respond to chats and emails in a timely and professional manner ensuring proper grammar, as well as clear and concise responses.
• Demonstrates good faith efforts to establish new customers.
• Builds rapport with customers; communicates delivery delays and price changes within a week.
• Upsells current customers on products that we offer that they do not currently buy.

• Must communicate with a naturally friendly, upbeat and helpful tone.
• Keep records of all customer interactions and handle complaints, settle disputes, resolve grievances and conflicts, or otherwise negotiate with customers while exhibiting patience and resilience.
• Other duties as assigned.

Our benefits package includes:

• Paid time off – 14 days (pro‑rated first year)
• Nine paid holidays
• Eligibility for 401(k), with company profit‑sharing contributions
• Company contribution to your medical and dental plans
• Voluntary vision and supplemental insurance available
• Company‑paid tuition reimbursement for qualified courses
• Performance bonuses and Spot Awards
• Monthly luncheons, cookouts and other fun activities

Days only—no shift work

Hoover & Strong is a 108‑year‑old, family‑owned jewelry manufacturer and refiner. We cater to the jewelry industry by manufacturing over 30,000 eco‑friendly and responsibly sourced jewelry products, all made in the USA. Our products and services include jewelry, contract casting, findings, mill products, and eco‑friendly metal refining.

Five generations of Hoover leadership, along with a team of over 125 enthusiastic and dedicated coworkers have created a progressive, family‑oriented work environment that encourages personal growth, the sharing of creative ideas and responsible practices. Our work ethic is strong and we strive for excellence and innovation in everything that we do. Providing high quality products and professional services is our passion and we do it all in a casual, non‑corporate atmosphere with respect and appreciation for one another.
Make a difference in YOUR life and become a part of the Hoover family!