CSR II

Trulite Glass and Aluminum Solutions•Cheswick, PA

9d•Onsite

About The Position

This mid-level role provides customer service support by telephone, fax, and central workflow systems. The representative obtains, analyzes, and verifies order information and customer requests in a timely manner, takes corrective action as needed, and maintains a high standard of service and Trulite’s Platinum customer service levels. The position is onsite at 100 Business Center Dr., Cheswick, PA 15024, with weekday day-shift hours of 8:00 AM to 5:00 PM, Monday through Friday. Pay is $20–$23 per hour, and benefits begin on the first day. Employees may participate in a monthly production incentive bonus program based on team performance.

Requirements

Two to five years of customer service or relevant experience.
High school diploma or equivalent.
Ability to multitask and work in an organized, efficient, and accurate manner.
Excellent written and oral communication, interpersonal, conflict management, and time management skills.
Experience using the Microsoft Office 365 suite.
Strong listening and data collection skills, with attention to detail.
Ability to calculate discounts, fractions, percentages, area, circumference, and volume.
Ability to apply basic algebra and geometry concepts.
Must pass a criminal background check.

Nice To Haves

Related glass and aluminum work experience.

Responsibilities

Answer customer service calls within defined Key Performance Indicators.
Receive, prepare, and verify customer orders using internal central workflow systems and customer purchase orders.
Respond to requests for new orders and order changes, ensure order and customer information is accurate, and communicate changes to appropriate departments.
Proofread entered orders and verify information before final confirmation.
Collaborate with scheduling and production to help ensure orders meet customer expectations.
Handle complaints about product or service failures or refer them to the appropriate department for investigation.
Conduct follow-up phone calls within two hours to respondents with concerns or questions.
Prepare price quotations for items in the price book and create quotations as required.
Work with sales and other branch or regional locations to resolve problems, facilitate solutions, and improve customer service offerings.
Answer customers’ technical questions about products and services.
Attend regular customer service and branch meetings.
Support and participate in the organization’s continuous improvement program and product training courses.