Job title: Customer Service Representative

Location: East Syracuse, NY 13057

Duration: 24 months contract

Pay range: $20/hour to $22/hour

Job Description:

We seek a motivated, process-oriented individual in our Customer Care Center to support our customers via telephone and written communications. Our channel includes distributors seeking after-market replacement components. Our Call Center is a high-volume, fast-paced, and metric driven call-center team atmosphere with a high emphasis on customer satisfaction and first call resolution.

Specific Responsibilities for this position include:

• Provide exceptional customer support to the distributor (including parts selection and ordering, pricing and availability, expediting delivery, dispute resolution, and limited technical support)

• Provide superior follow up to distributors and sales managers

• Manage all account interactions via inbound phone

• Communicate with Distribution, including Service Managers and Parts counter personnel via telephone, and Cases to build strong business relationships; ensure a positive customer experience.

• Collaborate with internal departments to resolve customer opportunities

• Actively participate in departmental Excellence Activities

• Ability to manage multiple reports and combine data from various sources

Typical Educational Requirements:

HS Diploma/GED

Key Qualifications:

• Working knowledge of call center tools such as CRM (Customer Relationship Management software) and phone tools (Salesforce experience preferred)

• Ability to handle between 60-70 phone calls/cases per day while maintaining a positive/responsive attitude with the customer

• Working knowledge of SAP, Salesforce, PIC, and Windchill systems is desired.

• A background in Residential and Commercial HVAC applications, products, and systems, and the ability to read basic technical drawings is desired.

• Excellent customer service skills

• Strong written and oral communication skills

• Proficient in MS Office (specifically Word and Excel)

• Strong analytical skills, accuracy, and attention to detail

• Sense of urgency; strong organizational skills, and ability to handle multiple tasks at one time

• Creative problem-solving skills

• Self-starter and well organized, able to multi-task and prioritize work

• Adaptability and flexibility to seasonality and changing business demands are critical.

• The standard working schedule is between 8:00 am 6:00 pm, Monday through Friday. Shift to be determined at time of offer.

• No travel required

• Spanish language skills are a plus.