Customer Service Representative

Ideal Tridon•Boyertown, PA

13d

About The Position

Campbell Fittings, part of the Ideal Tridon Group, is recruiting a Customer Service Representative to join its Customer Service team. The role interacts with customers by addressing inquiries and resolving complaints in a busy open-floor environment. The representative provides technical and non-technical problem resolution, handles orders, maintains customer records, and coordinates with internal specialists and teams to address customer needs. The position works independently within established procedures and requires proficiency in multiple job-related competencies. It typically requires 3–5 years of related experience, or may require 2 years of experience with additional specialized training and/or certification. The schedule is Monday through Friday, 8:30 a.m. to 5:00 p.m., with a 30-minute lunch; overtime may be required based on business needs.

Requirements

High school diploma or equivalent.
Customer service experience required.
Excellent communication skills, including active listening.
Service-oriented approach and ability to resolve customer grievances professionally and efficiently.
Proficient computer skills and ability to learn new software.
Comfort working efficiently in a busy open-floor environment.
Ability to work both in a team environment and individually.
Typically 3–5 years of related experience, or 2 years of experience with additional specialized training and/or certification.
Ability to sit for prolonged periods at a desk and work on a computer.
Ability to lift up to 15 pounds at times.

Nice To Haves

Experience with Macola.

Responsibilities

Respond to customer inquiries by telephone, email, and chat, providing technical and non-technical problem resolution.
Collect and enter orders for new or additional products or services.
Handle customer questions and complaints, referring matters beyond the representative’s knowledge to an assigned specialist or other appropriate staff.
Expand job knowledge by working with specialists to better assist customers with future requests.
Ensure appropriate actions are taken to resolve customers’ problems and concerns.
Maintain customer accounts and records of interactions, including details of inquiries, complaints, and comments.
Resolve complex or unusual requests and problems that may require customized responses, and communicate solutions or requested information to customers.
Analyze customer service needs and refer customers to other service or technical departments for follow-up or additional information as needed.
Provide updates to internal teams about customer needs and factors that contribute to customer satisfaction.
Support products that may be more complex or critical, as assigned.
Use a customer relationship application or database to record activities and research product information.
Work independently within established procedures and perform other related duties as assigned.