Job description
Our client partner is adding a Customer Service Representative (CSR) to their growing team in Binghamton, NY. In this position, the ideal candidate will handle all aspects of the job from scheduling to ordering equipment to invoicing, and act as the single point of contact for all property maintenance and equipment replacement.
The company offers a comprehensive benefits package. Benefits for employees include healthcare and dental insurance, life and long-term disability insurance, 401K, and different types of paid time off.
Position Overview:
A Customer Service Representative (CSR) may be among a customer’s first contacts. CSRs providing fast, friendly, and accurate information for customers and others has a lasting effect. For this reason – CSRs work directly with technicians and home warranty companies providing information about Company products,
services, and features and assists with quotations, processing orders, and respond to
customer complaints. CSRs are expected to provide great customer service using fast, friendly, and accurate information while taking phone calls, processing chat requests, general service requests, and processing orders and quotes for services. When presented with a complaint, a CSR’s professionalism and use of issue resolving and de-escalation techniques can effectively resolve many issues to the mutual benefit of both the customer and the Company.
Responsibilities
May Include:
- Provide fast, friendly and accurate information and assistance – for customers and other team members.
- Maintain professionalism and exhibit patience at all times to ensure customer expectations are met.
- Interact politely and effectively with customers, fellow employees, and business partners.
- Help co-workers trouble shoot or answer questions when they cannot find answers themselves.
- Answering customer support emails, branch questions or requests/taking on responses for our Bangkok team
- Educate customers about terminology, features and benefits of products to improve product related sales and customer satisfaction.
- Provide accurate information regarding availability of in-stock items, product and delivery information
- Process submitted orders, requests for quotations and assign tickets using designated CSR software (Freshdesk) order center.
- Recommend alternate products based on cost, availability, or specifications.
- Assist with month end clean-up for orders that have not been closed out for billing.
- Monitor scheduled shipment dates to ensure timely delivery and expedite as needed.
- Obtain accurate information from vendors relating to shipment dates and expected date of delivery.
- Participate in on-the-job training activities, cross-train other employees on various tasks, and take individualized training – as assigned.
- Effectively adhere to policy and procedures in compliance with Company policy and the law.
- Maintain clean, professional, and safe work environment; creating an environment that welcomes others.
- Adhere to the company culture related to respect for the individual, service to our customers and striving for excellence.
- Perform other duties as assigned.
Knowledge/ Skills:
- Ability to quickly learn about products and services offered
- Effective and professional verbal and written communication skills
- Excellent customer service background and relationship management skills and negotiation skills
- Problem solving, de-escalating and resolving conflicts within a work setting
- Strong team player, results orientated, dedication to excellence and sense of urgency to achieve business objectives.
- Ability to use good judgement and strong work ethics and integrity on the job
- Ability to establish positive working relationships with internal and external customers and employees
- Attention to detail and accuracy, effective organizational and time management skills
- Strong knowledge of MS Office – Excel, Word, PowerPoint, and Outlook - Email/scheduling, creating, and updating spreadsheets
- Experience using Freshdesk software – preferred
Qualifications
Education
- High School Diploma or G.E.D – required.
- Bachelor's or associate degree, such as Computer Science – preferred.
Experience:
- Telecommunication experience, answering phones and directing calls
- 1 – 3 years of more in customer service or 1-3 years in inside sales
- 3 plus years of experience in HVAC/Plumbing and/or Contractor/Building trades - preferred
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