Customer Service Representative
Summary:
Responsible for acting as a liaison between customers and companies. Assists with complaints, orders, errors, account questions, billing, cancelations, customer support and other queries.
Responsibilities:
- 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.
- Interacts with customers to ensure order is correct; confirmation is provided and any required
- 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.
TYPICAL EDUCATIONAL AND RELEVANT
Experience:
- 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.
SKILLS REQUIREMENTS:
- 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
All qualified applicants will receive consideration without regard to race, age, color, sex (including pregnancy), religion, national origin, disability, sexual orientation, gender identity, marital status, military status, genetic information, or any other status protected by applicable laws or regulations.
GPAC (Growing People and Companies) is an award-winning search firm specializing in placing quality professionals within multiple industries across the United States since 1990. We are extremely competitive, client-focused and realize that our value is in our ability to deliver the right solutions at the right time.
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