Hiring! Customer Service Representative - East Syracuse, NY @ $18/hr

General responsibilities:

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.

Specific Responsibilities for this position include:

• 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, online chat, and email.
• Communicate with Distribution, including Service Managers and Parts counter personnel via telephone, online chat, and email to build strong business relationships; ensure a positive customer experience.
• Collaborate with internal departments to resolve customer opportunities.
• Actively participate in departmental ACE initiatives.
• Ability to manage multiple reports and combine data from various sources.

Typical Educational Requirements:

• HS diploma or GED may be considered if they have at least 3 years of experience.

Key Qualifications:

• 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 C10, Salesforce, EPIC, 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.
• 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 from 9:00 am 6:00 pm, Monday through Friday.
• No travel required.
• Spanish language skills are a plus.