What are the responsibilities and job description for the Customer Service Rep position at Massachusetts Employer?
Responsible for acting as a liaison between customers and companies. Assists with complaints, orders, errors, account questions, billing, cancelations, customer support and other queries. DUTIES : As first tier response, answers customer questions and inquiries through phone calls and emails; when appropriate, forwards to other appropriate staff for answer / resolution; follows-up to ensure response to customer occurs in a timely manner. Interacts with customers to ensure order is correct; confirmation is provided and any required follow-up occurs. Develops and maintains excellent relationships with customer base. Works with logistics, accounting, and delivery to ensure best possible customer satisfaction. Collaborates with production / manufacturing to determine overview of planning and scheduling of orders. Works with distributors of various product lines. Calculates estimates, quotes and pricing. Collaborates with additional company departments to assist customers with quotes and orders. Researches product lines to assist in customer inquires. Responds to technical support questions. Attends trade shows. Occasional local travel Enters orders / data into database and maintains customer files / databases. General office duties to include but not limited to : maintain office supply inventory, order supplies and assist with directing incoming calls. REQUIREMENTS / SKILLS : Associates Degree highly desirable or 2-3 years customer service experience in HVAC or Technical industry. Strong computer skills; Microsoft Office, manufacturing software and / or order entry system a plus. Excellent phone etiquette; ability to stay calm under pressure and deal with customer objections Can communicate well at all levels, both internally and externally Detail-oriented Strong organizational and prioritization skills Solid problem solving and analytical skills Ability to work independently and collaboratively in a team environment Computer proficiency This is a partial Job Description. For more information please contact our recruiter.