What are the responsibilities and job description for the Customer Service Specialist position at acp inc?
Located in SW Cedar Rapids, ACP, Inc. is a division of Welbilt, an Ali Group Company, and since 1969, has been a leader in manufacturing and designing commercial high-speed and microwave ovens used in some of your favorite restaurants.
We are looking for an experienced Customer Service Specialist to support the following initiatives on our service team.
Key Accountabilities:
- Schedule service and communicate service delivery schedule to the customer.
- Promptly answer inbound calls and make needed outbound calls
- Effectively troubleshoot and resolve customer problems while accurately representing and demonstrating a thorough knowledge of ACP policies, procedures and products.
- Meet or exceed base call center productivity and quality standards.
- Provide call avoidance assistance.
- Provide use and care instructions, operational assistance and other product related information to customers upon request.
- Support emergency part needs for service delivery.
- Maintain database with current customer and product actions, history and follow-up.
- Complete and submit all reports and documentation required by management in a timely manner.
Requirements/Position Competencies:
- HS diploma or equivalent required; undergraduate business or communications related degree preferred.
- Must possess strong people skills, with two years related customer service experience preferred.
- Excellent customer relations skills are essential, that display tact, diplomacy and the ability to negotiate effectively.
- Ability to communicate effectively, independently organize and prioritize departmental needs.
- Requires research skills to troubleshoot customer problems.
- PC proficiency to include MS Office, Outlook, and other applications specific to service group.
- Knowledge and/or experience in the commercial food service industry a plus.
- Bilingual or multilingual skills a plus.
ACP, Inc. offers an excellent compensation and benefits package and the opportunity to work for an established company with a talented workforce that is committed to delivering innovative products to the food service industry.
