Customer Service Representative

Fred F. Collis & Sons•Village of New York Mills, NY

16d•$20 - $25•Hybrid

About The Position

As a Customer Service Representative at Fred F. Collis & Sons, you will play a pivotal role as the primary point of contact for our valued clients. Your responsibilities will include managing incoming calls and inquiries, proactively generating leads, and ensuring customer satisfaction by identifying and addressing their needs with accuracy and efficiency. We are seeking individuals who are enthusiastic about helping customers, possess excellent communication skills, and great at problem solving.

Requirements

Previous experience in customer service is preferred, but not required.
Strong communication and interpersonal skills.
Problem-solving ability and a proactive approach to customer issues.
Familiarity with Google Drive, Hard Drives, and Customer Service Management Software is preferred, but not required.
Ability to follow direction, continuously learn and take on new responsibilities as assigned.

Responsibilities

Manage a high volume of incoming phone calls.
Provide prompt and accurate information to customer inquiries.
Assign or Transfer calls to the appropriate departments.
Proactively generate leads that contribute to acquiring new customers.
Qualify program leads, fuel leads, and service leads for priority scheduling.
Set up and resolve issues related to customer accounts.
Maintain and update customer databases with relevant information.
Build sustainable relationships with customers through open and interactive communication.
Coordinate effectively with internal departments to ensure seamless resolution of customer issues.
Document notes for all communication thoroughly and in a timely manner to transfer responsibilities with ease throughout different departments.
Keep detailed records of customer interactions, process customer accounts, and file necessary documents.
Follow communication procedures, guidelines, and company policies.
Check market pricing and provide updates as needed.
Get degree days and enter them accurately.
Determine delivery routes and send delivery tickets to the drivers.
Manage payment programs and quote fuel pricing for delivery (monthly budget plans, annual prepay, etc).
Share the responsibility of booking preventative maintenance appointments and quoting those to the customers.
Share the responsibility of rescheduling when necessary.
Accurately post transactions for the Real Estate division in Quickbooks.
Post Deposits in AP & reconcile bank statements at the end of the month.
Work with the property manager to organize lease agreements and invoices (record the payments).
Screen incoming calls / inquiries and send them to the property manager.