Customer Support Specialist
1 month ago
Position – Staff Tech, Customer Service
Location – East Syracuse, NY 13057
Duration - $20 - $22.00/Hour
We are seeking a motivated, process-oriented individual to join our Customer Care Center team. You will play a crucial role in supporting our customers, primarily distributors seeking after-market replacement components, through telephone and written communications. Our high-volume, fast-paced, and metric-driven call center emphasizes customer satisfaction and first call resolution, making this an excellent opportunity for a service-oriented professional.
Key Responsibilities:
- Customer Support: Provide exceptional support to distributors, including parts selection, ordering, pricing, availability checks, expediting delivery, dispute resolution, and limited technical assistance.
- Follow-Up Excellence: Maintain superior follow-up with distributors and sales managers to ensure all inquiries and issues are resolved promptly and effectively.
- Account Management: Manage all account interactions via inbound phone calls, ensuring a high standard of service at every touchpoint.
- Communication and Relationship Building: Engage with distribution partners, including Service Managers and Parts Counter personnel, to build and maintain strong business relationships, ensuring a positive customer experience.
- Collaboration: Work closely with internal departments to address and resolve customer opportunities effectively.
- Departmental Excellence
- Data Management: Handle multiple reports and combine data from various sources to support customer service operations.
Qualifications:
- Education: High School Diploma or GED required.
- Call Center Experience: Working knowledge of CRM tools and phone systems (Salesforce experience preferred).
- Technical Expertise: Familiarity with SAP, Salesforce, PIC, and Windchill systems is highly desired.
- Industry Knowledge: Background in Residential and Commercial HVAC applications, products, and systems, with the ability to read basic technical drawings, is preferred.
- Customer Service Skills: Excellent communication skills, both written and oral, with a strong commitment to delivering superior customer service.
- Technical Proficiency: Proficient in Microsoft Office, particularly Word and Excel, with strong analytical skills, attention to detail, and accuracy.
- Problem Solving: Creative problem-solving skills with the ability to manage multiple tasks and prioritize work effectively.
- Organizational Skills: Self-starter with strong organizational skills, able to adapt to changing business demands and seasonal fluctuations.
- Bilingual Skills: Spanish language skills are a plus.
Working Conditions:
- Schedule: Standard working hours are between 8:00 am and 6:00 pm, Monday through Friday. Specific shifts will be determined at the time of offer.
- Environment: No travel required.
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