Customer Service Representative ll

Job Overview

We currently have an opening for a Customer Service Representative II in our Troy location.

• Answers inbound and places outbound calls in a call center environment with the goal of increasing business, customer satisfaction and customer retention.
• Takes care of somewhat complex customer inquiries and problems and non-routine matters than those handled by Customer Support Representative I.
• Performs all order entry and invoicing functions under established automation system controls and process.
• Position is logged into ACD system at all times to insure a 94% call answer rate.
• Secure customer payments and order changes.
• Monitor the timeliness of all orders and open job reports.
• Follow-up on complaints which may require replacements, factory servicing or other adjustments to ensure customer’s satisfaction within established policies.
• Monitor cycle times and VOC scores to meet desired goals.
• Follow-up weekly with accounts on completed jobs and upcoming installations.
• Monitor installation quality and return of completed job information.
• Communicate with Sales for issue resolution affecting performance metrics.
• Communicate with CSRs and installing dealers to maintain established install requirements.
• Communicate openly with DCs pertaining to install orders and installer assignments.
• Other duties as assigned.

• High school diploma and 18 months of related experience and/or training; or equivalent combination of education and experience.
• Prior customer service experience, prior clerical or office experience, and Microsoft Office experience.

Equal Opportunity Employer