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Customer Care Agent

2 months ago

East Hanover, New Jersey, United States Russo Bros Full time
Position Overview

Customer Service Representative (CSR) - Dynamic Call Center Environment - Full Time

Become a Valued Member of Our Team at Russo Bros & Co

We are on the lookout for a dedicated Customer Service Representative in New Jersey. Are you passionate about delivering exceptional service? Do you thrive in a collaborative environment and enjoy engaging with customers? If you seek a fulfilling career with a company that values growth and offers numerous advancement opportunities, we want to hear from you

Join Our Team - Bilingual Skills Are a Plus

Russo Bros & Co is seeking enthusiastic Customer Service Representatives (CSR) to transform incoming service inquiries into scheduled appointments for our field technicians. This role serves as the initial point of contact for both new and existing customers, playing a crucial role in fostering customer relationships and ensuring a positive representation of our company and services.

Key Responsibilities:

  • Efficiently manage and respond to a high volume of customer calls during each shift.
  • Establish and nurture long-term customer relationships while presenting a positive image of the company.
  • Handle all calls with urgency, ensuring superior customer service at all times.
  • Communicate effectively with Dispatch and Service teams to guarantee proper customer care.
  • Convert customer inquiries (via calls and online) into scheduled appointments that align with customer expectations.
  • Identify customer needs swiftly and take appropriate action to resolve issues.
  • Document and relay customer concerns to the relevant service teams.
  • Accurately input all necessary customer information into the service database.
  • Contribute to departmental and company success by meeting and exceeding performance goals.
  • Maintain proficiency by staying updated on all process changes and improvements.
  • Proactively suggest process enhancements to improve customer handling procedures.
  • Collaborate with dispatchers and other departments to ensure customer satisfaction.

Qualifications:

  • Friendly, positive, and helpful attitude.
  • Self-motivated with a strong sense of accountability for achieving individual and team objectives.
  • Excellent communication skills (oral, written, and over the phone).
  • A proactive individual who excels both independently and in a team setting.
  • Strong listening skills, empathetic, and customer-focused.
  • Problem-solving abilities with a knack for prioritization.
  • Organizational skills and attention to detail.
  • Ability to manage multiple tasks effectively.
  • Proficient in computer use, particularly with Microsoft Office applications.
  • Sales experience is an advantage.

Education and Experience:

  • High School Diploma or equivalent is required; higher education is preferred.

Compensation:

  • Compensation is based on experience.

Benefits:

  • Comprehensive Dental, Vision, and Healthcare Plans.
  • 401(k) matching program.
  • Short-Term and Long-Term Disability coverage.
  • Life Insurance options.
  • Paid Time Off (PTO).
  • Paid Holidays.
  • Employee Assistance Program (EAP).

Disclaimer: This job description is intended to provide a general overview of the responsibilities and qualifications associated with this position. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform essential functions.

Equal Opportunity Employer