Customer Service Representative

The Customer Service Representative (CSR) is responsible for providing excellent customer service to all internal and external customers by communicating effectively with customers and the team members within the Service and Spare Parts Departments.

Provided the requirements are met, there is an opportunity to work remotely from a home office, up to two days per week.

• Maintain a high level of professionalism with clients and work to establish a positive rapport with internal and external customers
• Process a high volume of incoming tickets, emails and calls
• Identify and assess customers’ needs in order to achieve high customer satisfaction
• Provide accurate, valid and complete information to customers by utilizing the proper tools/methods
• Enter quotes and orders in an accurate, prompt and professional manner
• Review customer purchase orders for accuracy and request updated purchase orders when needed
• Create cases using information provided by the customer in an accurate, prompt and professional manner
• Utilize tools to process internal and external customer requests in a timely manner to achieve high customer satisfaction
• Use internal documents to request additional information when needed to complete customer requests
• Maintain an organized work environment and switch between multiple screens without making errors
• Become familiar with department KPIs and work toward achieving the teams’ targets
• Handle miscellaneous administrative duties as they become necessary

The Call Center is open from 7:00 a.m. to 7:00 p.m. Hours are based on volume and capacity; they are subject to change based on the needs of the business.

Availability to work weekends, nights and some holidays is required.

• Previous customer service experience is mandatory
• Experience with handling a large volume of incoming calls
• Ability to communicate patiently and diplomatically
• Good organizational skills and the ability to successfully multi-task
• Knowledge of Microsoft Office, SAP or other CRM systems is necessary