The Customer Service Representative (CSR) is responsible for providing excellent customer service to all internal and external customers by communicating effectively with customers and the team members within the Service and Spare Parts Departments. The CSR is responsible for answering incoming calls and emails from internal and external customers. The candidate is also responsible for creating cases and processing orders and quotes. Provided the requirements are met there is an opportunity to work remotely from a home office, up to two days per week.
Principle Duties & Responsibilities
Maintain a high level of professionalism with clients and work to establish a positive rapport with internal and external customers
Process a high volume of incoming tickets, emails and calls
Identify and assess customers’ needs in order to achieve high customer satisfaction
Provide accurate, valid and complete information to our customers by utilizing the proper tools / methods
Enter quotes and orders in an accurate, prompt and professional manner
Review customer purchase orders for accuracy and request updated purchase orders when needed
Create cases using information provided by the customer in an accurate, prompt and professional manner
Utilize tools to process internal and external customer requests in a timely manner to achieve high customer satisfaction
Use internal documents to request additional information when needed to complete customer requests
Ability to maintain an organized work environment and switch between multiple screens without making errors
Become familiar with department KPIs and work toward achieving the teams’ targets
Handle miscellaneous administrative duties as they become necessary
The Call Center is open from 7:00 a.m. to 7:00 p.m. Hours are based on volume and capacity; they are subject to change based on the needs of the business. Availability to work weekends, nights and some holidays is required.
Experience
Previous customer service experience is mandatory.
The candidate must have experience with handling a large volume of incoming calls and must be able to communicate patiently and diplomatically.
Good organizational skills and the ability to successfully multi-task is required.
Knowledge of Microsoft Office, SAP or other CRM systems is necessary.
