Customer Service Representative

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Customer Service Representative

PEAK Event Services is proud to be the premier event rental and tenting company in the Northeast! Joining the PEAK team means being part of a team that makes it happen. At PEAK, we find joy in bringing important moments to life. To our clients, it all feels like magic, but in reality, there’s a lot of work that goes into our work — strategy, creativity, and grit.

Each new event brings its own brand of challenges, and we’re just the team to solve them. We’re motivated and inspired to deliver unique experiences in our own ingenious ways. This extra effort and determination helps us deliver stressless events for our clients, while providing us with transformative opportunities to learn, grow, and spread joy.

In this role at PEAK, we will invest in training you on the many aspects of the Event Industry while you help support the organization on our busy day to day. The Customer Service Representative is a key member of the success of our client experience as you are many times their fixer and event superhero. Primary duties of this role include supporting the Inside & Outside Sales and Sales Management teams by providing administrative support and a calm friendly voice to our clients who may need assistance.

This position reports directly to the Assistant Sales Manager, Core Division.
This is an on-site position based at our Middletown, RI location.

• Assist our top producing salespeople with orders in all market segments and geographical locations
• Answering the phone (from sales team) promptly and hospitably to help with new orders or service corrections
• Build a relationship with the internal customer throughout the phone call and accurate orders as applicable
• Service internal customers with post-order issues or questions (replacements, delivery status, and any issues with fulfillment)
• Facilitate solutions for client issues and submit DEFCON (last minute orders) to the appropriate departments
• Communicate with Operations according to PEAK standards to make the proper correction
• Input future client orders for Sales Team
• Assist the sales team with the input and updating of leads and opportunities in Salesforce as needed
• Assist with special projects surrounding automating and improving the customer experience
• Exceed customer satisfaction, efficiency metrics, and issue resolution targets
• Use conflict management skills and maintain professional composure
• Navigate multiple software applications and technologies simultaneously
• Assist with walk-in clients and showroom appointments as needed
• Support sales with site visits and client meetings as needed
• Additional support for the Reverie Social team as needed:
  Field phone calls that come through call queue, create leads in Salesforce, input quote requests into POR, submit client swatch orders, Analyze and Complete reports, review orders for order accuracy, assist with live chat, and/or track UPS workflows

• Minimum of 1 year Customer Service experience or 6+ months in PEAK Sales Coordinator Role
• Passionate about helping others and a lover of people
• Excellent communication and relationship building skills
• Excellent decision-making and problem-solving skills
• A successful track record working in a high-volume fast paced environment
• A workspace that is free from noise or distraction
• Strong verbal and written communication and presentation skills (English and Spanish a plus)
• Excellent organizational skills
• Ability to manage and direct diverse staff and clientele
• Ability to multi-task and manage workload imbalance
• Experience with Microsoft Office
• Comfortable with modern technology (Salesforce experience is a plus)
• Strong familiarity with basic technology (email, phones, etc.)
• Experi…