What are the responsibilities and job description for the Customer Experience Specialist position at Mastercool, Inc.?
**Company Overview**
Mastercool Inc, a growing midsize manufacturing company, located in Randolph, NJ is looking for a friendly, communicative, and professional Customer Service Representative.
Mastercool is a family owned and operated company that has been supplying professional air conditioning, service tools and equipment to the automotive and HVAC/R industry for over 35 years.
As one of the fastest growing companies in this market, Mastercool's name is synonymous with 'World Class Quality' and uniquely innovative product design.
With our never-ending focus on new technology, Mastercool has been awarded many patents worldwide.
In addition to Mastercool's headquarters located in the United States, our Belgium and Brazil offices also feature a full inventory and staff.
This has enabled us to set up distribution to over 60 countries demonstrating that we are truly a multi-national company.
Position Summary:
- Excellent at communicating over the phone in handling customer inquiries
- Experience with tracking and recording call information, filing documents, or updating customer profiles/accounts
- Able to multitask on multiple projects in a fast-paced environment
- Excellent time management and prioritization skills
- Ability to answer the phone, listen actively, relay information, and type basic information simultaneously
- Customer-focused for positive customer experience and resolution
- Contribute to team effort by accomplishing related results as needed
Responsibilities:
- Ability to think fast and respond quickly in a professional manner, in a fast-paced environment
- Enter orders accurately, answer emails in a timely manner
- Resolve customer complaints via phone, email, mail
- Record, organize and file
- Inform customer if item is out of stock or discontinued
- Update customer orders as requested
- Assist with refunds, or exchanges
- Take payment information and other information over phone accurately
- Prepare shipping and custom documents for shipping
Qualifications:
- High school degree or equivalent
- Previous experience in customer support, sales, or a related field
- Basic computer skills, knowledge of Infor CloudSuite a plus
- Motivated team player
Compensation and Benefits:
- Bonus Details: Bonus is discretionary, based on the performance of the company and the individual.
- Paid time off such as sick days, and vacation days
- Health Insurance
- Dental Insurance
- 401k Plan
- Profit Sharing - depending on financial performance
Mastercool, Inc.
