Customer Service Representative

1 month ago


Syracuse, United States Russell Tobin Full time

Staff Tech, Customer Service

We seek a motivated, process-oriented individual in our Customer Care Center to support our customers via telephone and written communications. Our channel includes distributors seeking after-market replacement components. Our Call Center is a high-volume, fast-paced, and metric-driven call-center team atmosphere with a high emphasis on customer satisfaction and first-call resolution.

Specific Responsibilities for this position include:

  • Provide exceptional customer support to the distributor (including parts selection and ordering, pricing and availability, expediting delivery, dispute resolution, and limited technical support)
  • Provide superior follow-up to distributors and sales managers
  • Manage all account interactions via inbound phone
  • Communicate with Distribution, including Service Managers and Parts counter personnel via telephone, and Cases to build strong business relationships; ensure a positive customer experience.
  • Collaborate with internal departments to resolve customer opportunities
  • Ability to manage multiple reports and combine data from various sources

Key Qualifications:

  • Working knowledge of call center tools such as CRM (Customer Relationship Management software) and phone tools (Salesforce experience preferred)
  • Ability to handle between 60-70 phone calls/cases per day while maintaining a positive/responsive attitude with the customer
  • Working knowledge of SAP, Salesforce, PIC, and Windchill systems is desired.
  • A background in Residential and Commercial applications, products, and systems, and the ability to read basic technical drawings is desired.
  • 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
  • Adaptability and flexibility to seasonality and changing business demands are critical.
  • Spanish language skills are a plus.

Benefits Info: Pride Global offers eligible employees comprehensive healthcare coverage (medical, dental, and vision plans), supplemental coverage (accident insurance, critical illness insurance, and hospital indemnity), 401(k) retirement savings, life & disability insurance, an employee assistance program, legal support, auto, home insurance, pet insurance, and employee discounts with preferred vendors.



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