Customer Service Representative - Field

Armstrong Group•Connellsville, PA

About The Position

The Customer Service Representative works in a local customer sales and service office, resolving customer issues involving billing inquiries, sales opportunities, and product troubleshooting. The role responds to customer correspondence, enters sales and service orders, updates account information, reconciles a cash drawer, and maintains customer files, including confidential information. The representative also consults with customers about available products and services, presents company offerings, and helps meet sales, system, team, and individual customer service goals. The position requires effective communication, patience and courtesy in challenging customer interactions, strong organization, and the ability to multitask and work independently and as part of a team. The representative must complete applicable training and may perform other assigned duties and administrative tasks. The Armstrong Group is a family-owned and operated collection of diverse companies founded in 1946. It operates across multiple industries and employs over 2,400 individuals nationwide. Its brands include Armstrong Utilities, Guardian Protection, Armstrong Development, 4Front Solutions, Twin Pops, and Armstrong Comfort Solutions. Armstrong is an Equal Opportunity Employer.

Requirements

Ability to work independently and as part of a team.
Patience and courtesy in difficult customer relations situations.
Ability to communicate effectively verbally and in writing, and to think quickly and logically when responding to customer inquiries.
Strong organizational skills and the ability to multitask efficiently and effectively.
Excellent interpersonal skills and ability to manage multiple conflicting priorities.
Demonstrated ability to solve complex problems and make sound judgments and ethical decisions.
Excellent written, oral, and interpersonal communication skills.
Regular, punctual, and consistent attendance.
High school diploma or equivalent.
Excellent PC and computer application skills.

Nice To Haves

1–2 years of customer service experience preferred.
Advanced degrees or certifications preferred.
Ability to develop through coaching and counseling.

Responsibilities

Resolve customer issues in a local customer sales and service office, including billing inquiries, sales opportunities, and product troubleshooting.
Respond to customer correspondence in an appropriate time and manner.
Accurately enter sales and service order information and update customer account information, including telephone and contact numbers.
Consult with customers about available products and services to help achieve company sales and upgrade goals.
Reconcile the daily cash drawer.
Use provided training materials and job aids to resolve customer issues quickly and accurately.
Create and maintain customer files, including confidential information.
Present company products and services effectively.
Assist in achieving system, team, and individual customer service goals and standards.
Assist with other assigned duties and administrative tasks.