Customer Service Representative

2 hours ago

Troy, Michigan, United States Sterling Engineering, Inc. Full time
Job Title: Customer Service Representative

We are seeking a highly skilled and customer-focused Customer Service Representative to join our team at Sterling Engineering, Inc. in Troy, NY.

Job Summary:

The Customer Service Representative will be responsible for providing exceptional customer service, resolving customer inquiries, and maintaining customer account details. This role requires strong communication and interpersonal skills, as well as the ability to work in a fast-paced environment.

Key Responsibilities:
  • Resolve customer inquiries and complaints in a timely and professional manner.
  • Maintain accurate customer account details and update records as necessary.
  • Collaborate with internal teams to resolve customer issues and improve department efficiency.
  • Provide proactive sales support to customers and internal sales teams.
  • Schedule and bill services, deliveries, and installations, and coordinate with service/operations managers.
  • Process payments and maintain accurate internal reports.
  • Make outbound calls to customers for service scheduling and offering maintenance plans.
  • Perform outbound collection calls and manage over-the-counter orders.
  • Address customer complaints and ensure resolutions are met.
  • Keep detailed records of customer interactions, including inquiries, complaints, and solutions.
  • Complete contract forms, process address changes, and manage service discontinuation requests.
  • Refer unresolved grievances to designated departments for further investigation.
  • Manage billing for services and arrange deposits or payments as necessary.
  • Contact customers to provide information on inquiries, claim investigations, or adjustments.
  • Upsell additional services or products.
  • Assist with any other duties assigned by the General Manager.
Requirements:
  • 1+ years of customer service experience.
  • High school diploma or GED.
  • Proficiency with Microsoft Word and Excel.
  • Data entry experience.
  • Customer service experience, ideally in a sales or marketing environment.
Essential Skills:
  • Computer proficiency with Microsoft Office (Excel and Word).
  • Familiarity with Windows OS.
  • Ability to learn a proprietary customer service system.
  • Strong interpersonal and communication skills (both verbal and written).
  • Professional phone etiquette.

We are an equal opportunity employer and welcome applications from diverse candidates. If you are a motivated and customer-focused individual, please submit your application to join our team at Sterling Engineering, Inc.

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