Customer Care Representative

4 weeks ago

New Cumberland, United States Controls, Service & Engineering Co., Inc. Full time
Job DescriptionJob Description

Controls, Service & Engineering Co., Inc. (CSE) based in New Cumberland, a family owned and operated business for over 50 years, is Central PA's best kept secret in the HVAC/Plumbing industry.  CSE provides high quality service and installations to the top industrial, medical & commercial buildings in the area.  Our cultural norms include:
  • Above and beyond
  • Choose your attitude
  • Open communication
  • Intentionally build connection
  • Own it
  • Improve and grow/always pursue better
  • I show gratitude…practice generosity…and apply grace
We are currently seeking a Customer Care Representative to join our team

You will be responsible to satisfy CSE Customers in the most efficient and economical manner possible while maintaining superior customer service levels.  This position will act as the customer representative to maintain good customer satisfaction while reflecting the policies, procedures and practices in the tradition of excellence that has made Controls, Service & Engineering the company it is today and will take it into the future.  This will require working with all departments and employees to ensure we meet or exceed our customer’s expectations

What you’ll do:

New Customers/New Customer Predictive Maintenance Agreements
  • Make contact with new customer according to CSE Procedures and gather all          critical information set them up appropriately in the CSE operating system
  • Identify and perform special requirements for the Customer – Invoicing, access   issues, hours of operation, etc.
Predictive/Preventative Maintenance Agreement Renewals
  • Review monthly renewals and take note of any special requirements/changes shown in file
  • Manage renewals that are not auto-renewed
  • Consistent follow-up to ensure all renewals are processed
Quoting Process
  • Manage the quoting process from sending new/updated quotes to customers outlining all benefits of the repairs/replacements needed and following up when needed
  • Forward to the appropriate CSE personnel for processing
  • Send quotation declines to the appropriate CSE personnel for processing
  • Assist with the scheduling needs of the Customer with the appropriate CSE personnel
Service/Estimate Work Orders (WOs) and Purchase Orders (Pos)
  • Enter Customer service call WOs according to CSE procedures
  • Determine urgency and coordinate with Dispatching and Service Coordinator
  • Discuss any open quotes or aging A/R invoices during call with Customer if appropriate
  • Create CSE Vendor PO#s  
  • Create and manage Customer Purchase Orders (PO#s) (PMs, individual WO#, Quotes, yearly repairs…)
Customer Satisfaction
  • Maintain direct contact with the Customers for all concerns brought to the company’s attention
  • Review Customer concerns weekly with the Service Manager and have suggested corrective action to improve overall Customer satisfaction
  • Inform the appropriate CSE personnel of any Customer changes and ensure the records are changed
  • Schedule and make onsite visits to Customers during the year to maintain a positive relationship with CSE
  • Make Customer satisfaction phone calls as needed
  • Conduct a Customer satisfaction survey and recommend improvements as needed
Other
  • Performs any and all other office functions as assigned.
To be considered, interested applicants should possess:
  • Previous “service industry” experience highly preferred
  • HVAC experience preferred but not required
  • Strong ability to prioritize and multi-task – no day will be the same
  • Ability to work independently and within a team 
  • High proficiency with computers, including Microsoft Suite
  • Willingness to go the extra mile for our customers (internal & external).
  • High level of communication skills both oral and written. (phone calls and email)
  • Excellent attention to detail and a high level of accuracy
  • Ability to make decisions when needed.
We offer a rich benefits package that includes medical, dental and vision insurance, short & long-term disability, a 401(k) benefit, and other voluntary benefits. On top of that, we provide vacation time and sick leave, as well as paid holidays.

Qualified candidates should apply by submitting their cover letter and resume. Phone calls or emails direct to the company will not be accepted.

Controls Service Engineering is an Equal Opportunity Employer; M/F/D/V encouraged to apply.
 

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