Customer Service Representative (onsite)

RTX

1d•Onsite

About The Position

This position is for an established professional in Customer Service, who works under general supervision in responding to customer calls. Resolves moderately complex inquiries, collects and analyzes customer data to determine customer trends, and makes recommendations further update of procedures to improve Customer Service processes. Escalates complex issues to management. What You Will Do: Confers with customers who contacts the organization by telephone or electronically, provides information about organization products or services, discusses customer accounts, and obtains and addresses customer complaints. Uses organization and product knowledge to address more difficult inquiries and provide follow up. Develops documentation used to solve difficult customer issues/requests/complaints. Directs queries to appropriate department or personnel, as needed. Researches published materials and secondary sources of information to find additional sources of information that can be recommended to customers to answer their questions to ensure customers' satisfactions are met. Collects and consolidates information regarding customer interactions and transactions, analyzes customer interaction and customer service trends to facilitate future needs in trainings and improvements in customer services. Confers with production, sales, shipping, warehouse, or other personnel to expedite or trace shipments. May promote various products/services to ensure business targets are met. May provide after-sales support for various client contracts. Performs duties related to overall customer service. Provides support to sales team with regard to customer concerns. Coordinates with sales reps to identify inside sales opportunities. Serves as customer interface on product status and delivery. May manage or work in call center for customer support. Maintains knowledge of Collins organization and products to provide the appropriate information and support to customers. Consistently documents customer service needs to identify patterns and maintain quality.

Requirements

Typically requires a University Degree or equivalent experience and less than 2 years prior to relevant experience.
Customer engagement experience
SAP experience

Nice To Haves

Manufacturing experience
Proficiency with MS Office
Experience de-escalating customer issues

Responsibilities

Confers with customers who contacts the organization by telephone or electronically, provides information about organization products or services, discusses customer accounts, and obtains and addresses customer complaints.
Uses organization and product knowledge to address more difficult inquiries and provide follow up.
Develops documentation used to solve difficult customer issues/requests/complaints.
Directs queries to appropriate department or personnel, as needed.
Researches published materials and secondary sources of information to find additional sources of information that can be recommended to customers to answer their questions to ensure customers' satisfactions are met.
Collects and consolidates information regarding customer interactions and transactions, analyzes customer interaction and customer service trends to facilitate future needs in trainings and improvements in customer services.
Confers with production, sales, shipping, warehouse, or other personnel to expedite or trace shipments.
May promote various products/services to ensure business targets are met.
May provide after-sales support for various client contracts.
Performs duties related to overall customer service.
Provides support to sales team with regard to customer concerns.
Coordinates with sales reps to identify inside sales opportunities.
Serves as customer interface on product status and delivery.
May manage or work in call center for customer support.
Maintains knowledge of Collins organization and products to provide the appropriate information and support to customers.
Consistently documents customer service needs to identify patterns and maintain quality.

Benefits

Medical, dental, and vision insurance
Three weeks of vacation for newly hired employees
Generous 401(k) plan that includes employer matching funds and separate employer retirement contribution, including a Lifetime Income Strategy option
Tuition reimbursement program
Student Loan Repayment Program
Life insurance and disability coverage
Optional coverages you can buy pet insurance, home and auto insurance, additional life and accident insurance, critical illness insurance, group legal, ID theft protection
Birth, adoption, parental leave benefits
Ovia Health, fertility, and family planning
Adoption Assistance
Autism Benefit
Employee Assistance Plan, including up to 10 free counseling sessions
Healthy You Incentives, wellness rewards program
Doctor on Demand, virtual doctor visits
Bright Horizons, child and elder care services
Teladoc Medical Experts, second opinion program
And more!