Customer Service RepresentativeScheduling Metal Manufacturing

Benefits

• Paid time off
• Benefits/Perks
• Paid Time Off/Sick

We are looking for a Customer Service Representative/Scheduling for a manufacturing company to join our team. In this role, you will communicate with customers to identify their needs, process requests, elevate complaints, and provide helpful solutions that ensure they have a great customer service experience with our company. The ideal candidate is friendly, computer-savvy, and can remain calm under pressure. This is a high-volume role dealing with customers.

• Receive a high volume of inbound calls and emails.
• Identify the reason for the customer’s call, collect relevant information, and provide a solution.
• Refer to premade scripts for a variety of customer service topics.
• Deliver excellent service, with requirement to provide omni-channel support (phone, email, chat, and social media) and maintain a centralized CRM so customers don't have to repeat themselves.
• Use best practices in customer service techniques to develop rapport and build relationships with customers.
• Document all customer interactions.
• Meet personal and team quotas.
• Attend trainings to maintain up-to-date skills and knowledge.
• Clear, concise, and professional written and verbal communication.
• The capacity to understand customer feelings, remain calm under pressure, and de-escalate stressful situations.
• The ability to think critically, troubleshoot, and reach fair resolutions.
• Familiarity with basic computer software, ticketing systems, and Customer Relationship Management (CRM) tools.
• A thorough understanding of your company's products, services, and policies. (Manufacturing)

• High school diploma/GED.
• Google Docs, Spreadsheet, Google Drive knowledge is required.
• Bilingual Spanish is required.
• 2 years plus experience for this role (Metal Manufacturing).
• Previous experience as a Customer Service Representative or in a similar role is required.
• Comfortable using computers and customer management software.
• Excellent phone and verbal communication skills.
• Understanding of active listening techniques.
• Ability to work well under pressure.
• Highly organized with the ability to prioritize projects and manage time effectively.