What are the responsibilities and job description for the Customer Service Specialist position at GTT, LLC?
Job Title : Customer Service Specialist
Duration : 4 Months, Long term temp but could convert the right person
Work Type : Onsite
Location : Richardson, TX
Training schedule – Monday through Friday – 8-5
Job Description
Primary - making outbound calls to encourage dealers to sign up for classes
Assist dealers with getting people registered, and dealing with challenges in the learning center
And setting up tours of learning centers
Should be comfortable in Excel and Outlook
Would like call center experience to show metrics but would also like customer liaison experience.
Must be comfortable making cold calls and being okay with rejection.
They are measured on # of calls made and received
Day to Day responsibilities–
Make outbound calls – selling skillset training to dealers and their employees to improve their skills.
Not just client stores but any dealer who merchandizes client
The customer service team is to reach out to dealers and encourage them to sign them up for the class
Will be trained in Skills training –
Three levels of sales training –
Entry level
Master selling for experienced people in HVAC
Advanced master selling class
Will receive phone calls from their dealers looking for classes or want help registering so the candidate will set them up in their learning center, help troubleshoot issues accessing learning center.
Work with the new business team and walk them through client and walk them through all things client and encourage them to set them up in a class.
Working through email and phone calls and chat lines – assigned to the different lines throughout the day so they will never need to be on all of them at once
Room for upward growth
Under general supervision, handles a variety of incoming customer calls and fulfills customer needs to ensure customer satisfaction.
May respond to e-mail inquiries.
Calls are predominantly routine but may require deviation from standard screens, scripts, and procedures.
Processes new orders based on customer requests.
Tracks open orders to ensure completeness in a prompt manner.
Check pricing and verify availability.
Reviews and troubleshoots customer problems and initiates standard action for repair, replacement, return, or field service as guided by customer service policies.
Uses a computerized system for tracking, information gathering, and / or troubleshooting.
Provides support to lower-level staff on non-standard cases where policy and practice are not formalized or documented and individual case determination may be required.
Refers highly unusual situations to higher authority for review and reconciliation.
May assess needs and suggest / promote alternative products or services.
Customer service is the primary function but may include minimal selling or promotion of products or services.
Background – must be okay with cold calling – reach out to the Dealer over a period of time.
The hunter / Nurturer ratio is 50 / 50 find the people and nurture the relationship
Metrics - 40 calls a day outbound is the expectation out of training
They will communicate with– the dealers HVAC contractors, residential only / no commercial, and people who buy client products.
Qualifications
Requires a high school diploma or an equivalent combination of education and experience.
A bachelor's degree or equivalent is preferred.
Requires at least 2 years of related experience.
Excellent written and verbal communication skills, including effective listening skills.
Ability to learn and understand technical terminology.
Must be able to work in a fast-paced goal-oriented environment.
Able to handle multiple tasks, stay organized, and focus on details.
Requires general knowledge of the organization, and thorough knowledge of company products and services.
Requires ability to navigate a computerized data entry system or other relevant applications.
Note :
Looking for someone who can work in a team environment, someone who can work together.
Someone who can support one another.
Very pro-team community.
Note :
Hybrid environment – Monday through Thursday in the office, Friday at home after training.
Benefits :
Medical, Vision, and Dental Insurance Plans
401k Retirement Fund
About The Company :
Leading global provider of HVACR solutions committed to energy efficiency and environmental sustainability. Offers innovative products and services for heating, ventilation, air conditioning, and refrigeration. Values integrity, respect, and excellence in everything we do.
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