Customer Care Representative

ASSA ABLOY•Monroe, NC

About The Position

We seek a master communicator. The Customer Operations Specialist will be responsible for serving as the customer liaison for ASSA ABLOY Entrance Systems’ troubleshooting and resolving hold code delays to create improved efficiency and customer experience. This role will be expected to deliver highly effective, efficient communications over the phone, in person, and in writing, and have proficiency in Word, Excel and Outlook. This position is the bridge between the company’s service groups and our customers and plays an integral role in the company’s overall success. Customer service experience is essential.

Requirements

Must have prior experience working in a high-paced, customer service environment.
Proven hands-on experience in developing customer relationships.
Exceptional communication (written/verbal) skills.
Organized self-starter with an innovative system of follow-up.
Ability to prioritize and execute required tasks with urgency.
Ability to read and follow instructions, both written and verbal.
Must be a team player.
Proficient in MS Office Programs (Word, Excel, Teams, and Outlook).
Must have a high school diploma; some college preferred.

Responsibilities

Maintaining the relationships with company’s major customers.
Updating customers with job completion statuses via email, phone, and portal.
Answering technician and customer phone calls and email requests.
Closing out and ensuring work orders are in a billable status on customers’ portals.
Preparing customer quotations for service repairs.
Maintaining customer reports and workflow management.
Proactively following up with customers upon request (phone/email).
Ability to multitask and juggle many assignments simultaneously.
Ability to operate in a fast-paced, high call volume, customer-focused office environment.
All other duties as assigned.