Customer Service Representative Job at Russell Tobin, East Syracuse, NY

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  • Russell Tobin
  • East Syracuse, NY

Job Description

Job Description

Job Description

We are looking for a Staff Tech, Customer Service to work with us, this contract has an expected duration of 24 months, if you are open to the job market I encourage you to apply! This could be the next step you were looking for!

Job title: Staff Tech, Customer Service
Location: East Syracuse, NY
Duration: 24 months/ Monday - Friday 8am-5pm
Pay rate: $20/hr - $22/hour

Description:
Provides strategic direction for pre-delivery and after-sale support to customers which may include product ordering, availability and delivery.

 

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
• 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 Carrier Excellence Activities
• Ability to manage multiple reports and combine data from various sources

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 SAP, Salesforce, PIC, and Windchill systems is desired.
• A background in Residential and Commercial HVAC applications, products, andsystems, 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 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.

Shift
Standard Work Day

Education
HS Diploma/GED

BENEFITS DISCLOSURE

“Russell Tobin offers eligible employees comprehensive healthcare coverage (medical, dental, and vision plans), supplemental coverage (accident insurance, critical illness insurance and hospital indemnity), a 401(k)-retirement savings, life & disability insurance, an employee assistance program, identity theft protection, legal support, auto and home insurance, pet insurance, and employee discounts with some preferred vendors.”

Job Tags

Contract work, Shift work, Monday to Friday,

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