Customer Service Representative

Description

The Customer Service Representative is the primary internal customer facing representative of the Lifting Center. Perform various customer activities including answering incoming calls and web requests for products and services, direct calls to specialists, service technicians, prepare quotes, sales orders, counter sales and duties as needed.

Requirements

1. Answer incoming phone calls, counter sales, and manage daily electronic requests.

2. Execute expectations by providing superior customer service to increase customer attraction and retention.

3. Offer a timely response to requests for price quotes, order inquiries, adjustments, returns, and cancellations.

4. Nurture customer relationships to ensure proper support.

5. Utilize our customer relationship management (CRM) system to maintain complete call records, and valid customer/account information, to support increased product sales goals.

6. Coordinate delivery times with production to achieve customer satisfaction if normal lead times are not adequate.

7. Collect market data to create and analyze reports resulting in gross margin management

8. Relate to diverse customers in an inclusive manner.

9. Assist Service Supervisor with planning and scheduling work when required

10. Interact with technicians, Service Supervisor, Service Manager, vendors and customers to construct the proper repair quotes

11. Provide the required support to the service technicians in the field regarding parts and component identification

12. Follow up on active repair quotes on a regular basis and document the progress

13. Other duties as assigned

Education:

A high school diploma or GED preferred, technical school or military experience a plus

Experience & Skills:

• At least 2 years' experience in customer service or related customer facing position strongly preferred

• Experience with CRM and case management systems preferred

• Experience with Enterprise Resource Planning (ERP) Software preferred

• Experience with Netsuite or Oracle a plus

• Requires solid written and verbal communication skills

• Overall PC literacy (Microsoft Office 10) are required

• Must be detail oriented, self-motivated and disciplined with the ability to handle multiple tasks

• Must successfully complete a criminal background check, drug screen and E-verify