Who are we?
We at RCA Electric and Generators, take pride in our industry expertise, as well as well as our dedication to integrity, honesty, and for always choosing to do the right thing, in every situation!
RCA Electric and Generators services all of Cape Cod, having a strong presence especially during large power outage events.
*As a company that is very much invested in its staff, the RCA management team has worked hard to provide competitive pay, fantastic benefits, and a positive work environment.
What we’re looking for:
Ideal team members are those dedicated individuals who constantly strive for excellence and continuous improvement, and who consistently focus on solutions to overcome obstacles.
This is achieved with honesty and integrity, to efficiently perform the hard work necessary for success, in a cooperative and collaborative team environment.
Does this describe you? If so, you are likely to be a perfect fit for RCA!
*Currently, we are seeking a motivated individual to join our team as a Customer Service Representative-Sales and Installation Departments. This is a full-time role, (40 hours per week) and there may be opportunities for additional hours based on company need and candidate availability. The Customer Service Representative-Sales and Installation Departments will be responsible for the job responsibilities, as outlined below:
Customer Service Representative-Sales and Installation Departments
Job Summary/Objective:
· To promote and adhere to company performance expectations through positive and consistent customer and team interaction.
· The Customer Service Representative-Sales and Installation Departments must be able to balance and prioritize work and ensure quality production output.
· The Customer Service Representative- Sales and Installation Departments reports to the Director of Sales and Marketing.
· This position is based in the Mashpee, MA location.
· The Customer Service Representative-Sales and Installation Departments is responsible for providing excellent Customer Service to all internal and external customers, performing scheduling/dispatching duties and must be able to consistently demonstrate agility in a fast-paced environment.
Essential Duties and Responsibilities:
· Carry out Key Performance Indicators (KPI’s) as directed. These KPI’s include but may not be limited to:
Duties/Responsibilities:
Sales Support
- Follow up with inbound sales leads, estimates, and customer inquiries.
- Contact customers who have received quotes to answer questions and assist with scheduling appointments.
- Maintain regular communication with prospective customers throughout the sales process.
- Enter and update customer information accurately in the CRM system.
- Coordinate appointments between customers and sales representatives.
- Provide product and service information and recommend solutions based on customer needs.
- Prepare and send proposals, contracts, and related documents as directed.
- Work with all departments to meet customer needs.
- Complete all required documentation and reporting in a timely manner.
- Participate in meetings, as directed.
Installation Support
- Schedule installation appointments with customers.
- Confirm upcoming installation dates and communicate any scheduling changes.
- Coordinate with installers to ensure materials, paperwork, and customer information are complete.
- Follow up after installations to verify customer satisfaction and address concerns.
- Resolve customer issues by coordinating with the installation team and management.
- Work with all departments to meet customer needs.
- Complete all required documentation and reporting in a timely manner.
- Participate in meetings, as directed.
Customer Service
- Answer incoming phone calls, emails, and text messages professionally.
- Respond promptly to customer questions and concerns.
- Maintain accurate customer records and documentation.
- Assist with warranty requests and service scheduling.
- Build positive relationships with customers through exceptional communication and follow-through.
- Identify and help support process improvement opportunities/efforts.
- Work with all departments to meet customer needs.
- Complete all required documentation and reporting in a timely manner.
- Participate in meetings, as directed.
*Other duties as assigned:
*Please note that this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time, with or without notice.
Skills, Experience and Qualifications:
· Strong knowledge of, and an employment background in Customer Service, with the ability to achieve high customer satisfaction ratings.
· Assist with warranty requests and service scheduling.
· Ensure timely scheduling of installations.
· Ability to operate a multi-line phone system.
· Ability to consistently follow-up on all sales leads and customer inquiries, supporting sales growth through excellent customer communication and follow-up.
· Answer incoming calls, emails and text messages in a professional manner.
· Must consistently demonstrate a customer and team-centric attitude and have a positive and professional demeanor.
- Must be reliable and extremely trustworthy.
- Must be proficient in Microsoft Office Suite, CRM software, or related programs.
- Excellent organizational skills and attention to detail, with the ability to multi-task.
- Ability to maintain confidential and meticulous records.
· Ability to problem solve and make decisions independently (within the scope of practice) to support the Company’s stated goals.
· Exceptional communication skills. (Written, verbal)
· Ability to work independently or as part of a team, to ensure that customer expectations are met.
· Ability to work cooperatively across all functional areas, with strong interpersonal skills.
- Reading and legible writing of the English language is essential for this position.
- Consistent demonstration of a positive attitude, and prompt follow-through, with the ability to always remain professional and courteous.
- Must be able to prioritize, organize work, manage time, and work unsupervised.
- Keen sense of urgency and attention to details.
- This is a customer service and sales support role. No cold calling is required. The primary focus is helping customers from their initial inquiry through successful installation, while providing an exceptional customer experience.
Licenses
N/A
Work Conditions/Environment:
While in the office, the employee will work in a well-lit environment and will be exposed to low levels of noise, with a temperate climate and shall operate office equipment.
While in the warehouse, the employee will work in a well-lit environment and will be exposed to moderate noise levels, cool, or elevated temperatures, dust, fumes or smells, chemicals, and moving mechanical equipment.
Physical requirements:
The requirements listed below are representative of the requisite background required to adequately perform the functions of this position. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
This is largely a sedentary role; however, some filing is required. This would require the ability to lift files, up to 30 pounds, open filing cabinets, bend and stand, and climb a 4-foot stepladder occasionally.
Sitting or standing for extended periods of time. Good or corrected eyesight is required. Fine Motor skills are necessary. Must be able to verbally communicate using the English language. Must be able to hear and use the telephone. Must be able to read and write in the English Language.
Position Type/Expected Hours of Work
This is a full-time position. Hours of work and days will be Monday through Friday 7:30am to 4pm. Occasional evenings or weekend work may be required as job duties demand.
Safety and Health:
· At times, and in varying degrees depending upon the specific details of possible contagion exposure- it may be necessary for RCA Electrical Contractors, LLC to follow CDC or other recommended health safety guidelines for the protection of its staff. Unless otherwise dictated by law, all staff must follow protocol, as directed.
· Promote a safe working environment.
· Participation in all emergency evacuation drills is required, which may include the use of strobe lighting and loud sirens.
· Participate in employee safety training and comply with safety protocol and procedures, as directed.
**Standards: Employees shall work to ensure that RCA Electrical Contractors, LLC can provide excellence in service to its customers. Employees will not work under the influence of illegal mood-altering drugs or alcohol. Adherence to RCA Electrical Contractors, LLC dress code. Adherence to all company policies and procedures.
**RCA Electrical Contractors, LLC reserves the right to alter this Job Description as needed and shall advise employees of any changes, as they become applicable.
**RCA Electrical Contractors, LLC is an at-will employer. This Job Description does not imply an employment contract of any type or form.
**The Customer Service Representative-Sales and Installation Departments Job Description has been approved by all levels of Management:
Pay: $25.00 - $30.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Flexible schedule
- Health insurance
- Paid time off
- Vision insurance
Experience:
- Customer Service: 1 year (Required)
- Customer and Technician Scheduling: 1 year (Preferred)
Work Location: In person
