Title : Customer Service / Account Representative
Location : East Syracuse, NY 13057
Duration : 24 Months
Job Description :
We seek a motivated, process-oriented individual in our Customer Care Center to support our customers via telephone and written communications.
Our channel includes distributors seeking after-market replacement components. Our Call Center is a high-volume, fast-paced, and metric driven call-center team atmosphere with a high emphasis on customer satisfaction and first call resolution.
Responsibilities :
- Provide exceptional customer support to the distributor (including parts selection and ordering, pricing and availability, expediting delivery, dispute resolution, and limited technical support)
- Provide superior follow up to distributors and sales managers
- Manage all account interactions via inbound phone
- Communicate with Distribution, including Service Managers and Parts counter personnel via telephone, and Cases to build strong business relationships;
ensure a positive customer experience.
- Collaborate with internal departments to resolve customer opportunities
- Actively participate in departmental client Excellence Activities
- Ability to manage multiple reports and combine data from various sources
Experience :
- Working knowledge of call center tools such as CRM (Customer Relationship Management software) and phone tools (Salesforce experience preferred)
- Ability to handle between 60-70 phone calls / cases per day while maintaining a positive / responsive attitude with the customer
- Working knowledge of SAP, Salesforce, PIC, and Windchill systems is desired.
- A background in Residential and Commercial HVAC applications, products, and systems, and the ability to read basic technical drawings is desired.
Skills :
- Excellent customer service skills
- Strong written and oral communication skills
- Proficient in MS Office (specifically Word and Excel)
- Strong analytical skills, accuracy, and attention to detail
- Sense of urgency; strong organizational skills, and ability to handle multiple tasks at one time
- Creative problem-solving skills
- Self-starter and well organized, able to multi-task and prioritize work
- Adaptability and flexibility to seasonality and changing business demands are critical.
- The standard working schedule is between 8 : 00 am 6 : 00 pm, Monday through Friday. Shift to be determined at time of offer.
- No travel required
- Spanish language skills are a plus.
Education :
- HS Diploma / GED
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