Customer Service Representative II

This role is not open for submissions from outside staffing agencies

• Pay range: $18-$21/hr. depending on experience
• Weekly Pay
• Quarterly Incentive Compensation Bonus Plan based on company performance
• Quarterly safety bonus opportunities
• Shift Days and
  
  Hours:
  
  1st (M-F, 8:00am – 5:00pm)
• Benefits starting DAY ONE!

The Customer Service Representative II (CSR II) is a mid-level customer service professional who supports the organization by telephone, email, and fax. This role is responsible for obtaining, analyzing, and verifying customer order information accurately and efficiently while maintaining a high standard of service and customer satisfaction. The CSR II proactively initiates corrective actions, collaborates cross-functionally, and assists in identifying potential sales opportunities.

This position requires strong product knowledge, problem-solving skills, and the ability to manage complex customer interactions independently.

• Answer customer service calls within defined Key Performance Indicators.
• Receive, prepare, and verify the accuracy of orders from customers utilizing the company’s internal central workflow systems and customer purchase orders.
• Initiate required action for response to customer service requests for new orders and change requests, including the accuracy of order/customer information and communicates changes to the appropriate departments.
• Assist in proofreading entered orders and ensure that the correct information is being applied prior to final confirmation.
• Collaborate with the scheduling/production department to ensure that the requested order meets the customer’s expectations.
• Handle or refer complaints of product or service failure to the appropriate department for investigation.
• Conduct follow-up phone calls within 2 hours to respondents who have concerns or questions.
• Prepare price quotations on items contained in the price book; create quotations as required.
• Work with the sales, organization’s other branch/regional locations to resolve problems, facilitate solutions, and enhance the customer service offerings.
• Answer customers’ technical questions regarding products and services.
• Attend regular customer service / branch meetings.
• Support and participate in the organization’s continuous improvement program and product training courses. Perform other related duties and provide back-up support to other group members as assigned by management.
• Train team members on processes, products and service value.
• Handle complex customer projects and issues.
• Manage daily customer back orders.
• Ensure correct warranties are distributed as requested.
• Adhere to AR processes to meet internal and customer requirements.
• Backup for processing of COD/CIA payments.
• Maintain appropriate working relationships with internal and external customers.

• 2-5 years of customer service or relevant experience and High School Diploma or equivalent required.
• Related glass and aluminum work experience preferred.
• Must be able to multi-task, be organized, efficient, and accurate.
• Must have excellent communication (written and oral), interpersonal, conflict management, and time management skills.
• Experienced user of Microsoft Office 365 suite.
• Listening skills and data collection with attention to detail are essential.
• Ability to calculate discounts, fractions, percentages, area circumference, and volume. Ability to apply concepts of basic algebra and geometry.
• Must pass criminal background check.

Trulite offers the most comprehensive benefit coverage in the industry. Including immediate access to all health, dental, vision and life insurance for you and your family. Our commitment to you as a member of our team also includes both Long Term and Short-Term Disability coverage to help protect you financially.

Because we value your financial health, we provide not only a comprehensive wellness initiative, but we also provide a financial literacy program, providing all employees with a comprehensive financial wellness program. This includes access to a percentage of your pay daily if needed and a progressive…