Call Center Customer Service Rep
About The Position
We seek a motivated, process-oriented Customer Service Agent in our Customer Care Center to support our customers via telephone and written communications. Our channel includes distributors seeking after-market replacement components. Our Call Center is a high-volume, fast-paced, and metric driven call-center team atmosphere with a high emphasis on customer satisfaction and first call resolution. Specific Responsibilities for this position include: Provide exceptional customer support to the distributor (including parts selection and ordering, pricing and availability, expediting delivery, dispute resolution, and limited technical support) Provide superior follow up to distributors and sales managers Manage all account interactions via inbound phone Communicate with Distribution, including Service Managers and Parts counter personnel via telephone, and Cases to build strong business relationships; ensure a positive customer experience. Collaborate with internal departments to resolve customer opportunities Actively participate in departmental Carrier Excellence Activities Ability to manage multiple reports and combine data from various sources
Requirements
- Working knowledge of call center tools such as CRM (Customer Relationship Management software) and phone tools (Salesforce experience preferred)
- Ability to handle between 60-70 phone calls/cases per day while maintaining a positive/responsive attitude with the customer
- Excellent customer service skills
- Strong written and oral communication skills
- Proficient in MS Office (specifically Word and Excel)
- Strong analytical skills, accuracy, and attention to detail
- Sense of urgency; strong organizational skills, and ability to handle multiple tasks at one time
- Creative problem-solving skills
- Self-starter and well organized, able to multi-task and prioritize work
- Adaptability and flexibility to seasonality and changing business demands are critical.
Nice To Haves
- Working knowledge of SAP, Salesforce, PIC, and Windchill systems is desired.
- A background in Residential and Commercial HVAC applications, products, and systems, and the ability to read basic technical drawings is desired.
- Spanish language skills are a plus.
Responsibilities
- Provide exceptional customer support to the distributor (including parts selection and ordering, pricing and availability, expediting delivery, dispute resolution, and limited technical support)
- Provide superior follow up to distributors and sales managers
- Manage all account interactions via inbound phone
- Communicate with Distribution, including Service Managers and Parts counter personnel via telephone, and Cases to build strong business relationships; ensure a positive customer experience.
- Collaborate with internal departments to resolve customer opportunities
- Actively participate in departmental Carrier Excellence Activities
- Ability to manage multiple reports and combine data from various sources
Benefits
- 401K
- medical
- dental
- vision
- sick time as applicable to state law
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Industry
Administrative and Support Services
Education Level
No Education Listed
Number of Employees
1,001-5,000 employees
