** Customer Service Representative**

**Job Category****:** Customer Service **Requisition Number****:** CUSTO02568 Showing 1 location **Job Details**

**Description**

**Job Summary:**

The Customer Service Representative will be responsible for upholding prompt, accurate, and timely attention to

customers and customer issues that occur within the normal business environment of Cleaver-Brooks.

The position holder will assist internal and external customers with offering solutions to account

questions, shipping status inquiries, material orders, technical applications, problem resolution, and

other related queries.

**Education:**

Associates degree within a Business or Technically oriented field of study required. Bachelors

degree preferred.

**Experience:**

Two plus years of related Customer Service or Call-Center experience required. (Five plus years of

related Customer Service or Call-Center experience will be considered in lieu of educational

requirements.)

**Essential Functions:**

* Promptly resolve customer complaints via phone, email, and other communication channels.

* Provide insight to customers in reference to orders, quotes, ship dates, service, general technical

support, and other topics related to customer inquiries.

* Act as a liaison between customers, field sales staff and the internal Cleaver Brooks staff.

* Direct and/or route customers to the appropriate internal resources as required.

* Build and maintain strong customer relationships.

* Maintain adequate records of customer inquiries, returns, complaints, and errors to ensure

proper follow-up can be conducted.

* Foster good professional working relationships with all functional teams within Cleaver Brooks

and its operating facilities.

* Represent the core ideals and values of Cleaver Brooks within all customer and field

interactions.

* Apply intellect, creativity, adaptability, judgment, and management skills to achieve required

results.

* Ensure duties and company projects are accomplished in an efficient and cost effective manner.

* Support peers and management with internal and external projects.

* Adhere to company policies.

* Other duties as assigned.

**Physical Skill and Effort:**

Work requires a few simple, but rapid, hand operations, and simple, easy muscular movements.

**Working Conditions and Hazards:**

Normal plant, shop, field or office conditions. From time to time, slightly disagreeable features.

Negligible/little or no exposure.

**Benefits of Being a Cleaver-Brooks Employee**

We offer a competitive salary and comprehensive benefits package, including medical, dental, vision, flexible spending account, wellness benefits, life insurance, short term and long term disability, cash matching 401(k) plan, generous vacation and 11 paid holidays.

**Who is Cleaver-Brooks**

Cleaver-Brooks is the market leader in providing fully integrated boiler and burner systems. We lead the boiler/burner industry due to our unmatched distribution networks ability to deliver the knowledge, service, training and support that are essential to long-term performance. Our customers will tell you that were the only equipment provider that manufactures boilers, burners, controls, and a full array of ancillary and aftermarket products. Theyll also mention that our unique single-source capability means that we can deliver fully integrated boiler room solutions that reduce overall costs and optimize space. It is our focus on products that deliver the most efficient, reliable, safe and environmentally sustainable solutions that differentiate us in the marketplace. Cleaver-Brooks continues an 80 year legacy of providing the customers we serve with extraordinary products designed to deliver unsurpassed performance through the power of commitment.

*This description indicates the general nature of the tasks and responsibilities required of position given this classification. It is not intended as a complete list of specific duties and responsibilities. Nor is it intended to limit or modify the right of management to assign, direct, and control the specific duties of individuals performing this function. The Company reserves the right to change, modify, amend, add to or delete from any section of this document as it deems, in its judgment, to be proper. This description supersedes any previous descriptions for this position.*

**Skills**

**Preferred**

**Complex Problem Solving** *Novice* **Oral/Written Communication** *Novice* **Active Listening** *Advanced* **Dedicated****:** Devoted to a task or purpose with loyalty or integrity **Education**

**Required**

Associates or better in Business or related field.

**Experience**

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractors legal duty to furnish information. 41 CFR 60-1.35(c)