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Call Center Customer Service Rep

4 months ago

East Syracuse, United States Butler America Aerospace Full time
Job DescriptionJob Description


Call Center Customer Service Rep (Troubleshooting WI-FI)

Location: East Syracuse, NY (13057)

Job ID: #69347

Pay Range: $18 - $19

4 job openings

Shift: 1st Shift, Full-time, 40hrs wkly

All work is On-site

Experience: 1+ years of Call Center experience doing any kind of Troubleshooting


The Company - An American owned Global Corporation; it designs, manufactures, installs, and services a wide ranges of products for homes. Yearly revenues of $20+ billion, with over 57k employees serving customers in 160 countries on six continents

SUMMARY:

The CSR Supports pre-delivery and after-sale support to customers which may include product ordering, availability, delivery and WI-FI Troubleshooting.

* If you thrive in a fast-paced environment and are looking for an opportunity to develop your customer service career, then we have a great opportunity for you.
* We are seeking a motivated, process-oriented individual in our Customer Care Center to support our customers via telephone and written communications.
*We deal with end user-homeowners, installing and servicing contractors, and distributors.
*Our Call Center is a high-volume, fast paced and metric driven call-center team atmosphere with high emphasis on customer satisfaction.

KEY RESPONSIBILITIES:

* Provide exceptional customer support to homeowners.
* Handle homeowners to assist with locating local service providers.
* Manage all customer interactions via inbound/outbound phone, email, and written correspondence.
* Assist consumers with troubleshooting Wi-Fi Connectivity and Remote access on website or phone applications.
* Communicate customer facing issues to management and identify areas of opportunity
* Collaborate with internal departments to resolve customer opportunities
* Actively participate in departmental Company's Excellence initiatives as well as agent certifications

REQUIRED SKILLS & EXPERIENCE:

* 2+ years of experience in a Call Center doing Troubleshooting

KEY QUALIFICATIONS:

* Working knowledge of call center tools such as CRM (Customer Relationship Management software - The database w/ customer's info) and phone tools (Salesforce experience preferred)
* Ability to handle between 75-90 phone calls per day while maintaining a positive/responsive attitude with the customer
* Excellent customer service skills
* Strong written and oral communication skills
* Proficient in MS Office (specifically Word and Excel)
* Strong analytical skills, accuracy and attention to detail
* Sense of urgency; strong organizational skills and ability to handle multiple tasks at one time
* Creative problem-solving skills
* Self-starter and well organized, able to multi-task and prioritize work
* 2+ years of experience in a Call Center doing some - Troubleshooting

PREFERRED SKILL:

* Salesforce.com Software experience preferred

OTHER REQUIREMENTS:

* High School Degree OR GED (some college is a plus)
* Pass a drug test
* Pass a background check
* Good daily attendance & punctuality to support our customers

Benefits provided: 401K, medical, dental, and vision, sick time as applicable to state law.

Butler America Aerospace, LLC. is proud to provide an equal opportunity workplace and be an affirmative action employer. Consider Butler because we are committed to hiring and retaining a diverse workforce. We recognize that we thrive on diversity and inclusion for the benefit of our employees, our customers, and the communities where we are located. Employment decisions are made without regard to race, color, religion, gender, national origin, ethnicity, veteran status, disability status, age, sexual orientation, gender identity, gender expression, marital status, mental or physical disability or any other legally protected status.

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