Customer Service Liaison

4 days ago


Madison Heights, Michigan, United States Galco Industrial Full time

Galco Industrial Electronics, Inc. is a leading provider of industrial and commercial electrical and electronic controls, automation, and motion products, repair, and engineering services. The company serves commercial and industrial businesses, contractors, government agencies, institutions, and utilities across the country.

We are seeking a Customer Service Representative who will act as a liaison, provide product and services information, answer questions, and resolve emerging problems that our customer accounts might face with accuracy and efficiency.

You are best suited to become a Galco CSR if you are genuinely excited to help customers. You are patient, empathetic, and passionately communicative. You love to talk and understand the value of good communication skills. Customer service representatives can put themselves in their customers' shoes and advocate for them when necessary.

The target is to ensure excellent service standards, respond efficiently to customer inquiries, and maintain high customer satisfaction.

Key Responsibilities:

  • Manage large amounts of incoming phone calls
  • Identify and assess customers' needs to achieve satisfaction
  • Build sustainable relationships and trust with customer accounts through open and interactive communication
  • Provide accurate, valid, and complete information by using the right methods and tools
  • Meet personal and customer service team sales targets and call handling quotas
  • Handle customer complaints, provide appropriate solutions, and alternatives within the time limits; follow up to ensure resolution
  • Keep records of customer interactions, process customer accounts, and file documents
  • Follow communication procedures, guidelines, and policies
  • Take the extra mile to engage customers

Requirements and Skills:

  • Proven customer support experience or experience as a Client Service Representative
  • Track record of over-achieving quota
  • Strong phone contact handling skills and active listening
  • Familiarity with CRM, P21 is a PLUS system and practices
  • Customer orientation and ability to adapt/respond to different types of characters
  • Excellent communication and presentation skills
  • Ability to multi-task, prioritize, and manage time effectively
  • Technical aptitude is a strong plus
  • High school diploma


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