Customer Service Representative

5 days ago

Mason, Ohio, United States SPX Cooling Tech LLC Full time
Customer Service Representative

About the Role

SPX Cooling Tech LLC is seeking a highly skilled Customer Service Representative to join our team. As a key member of our customer support team, you will be responsible for providing exceptional customer service and support to our clients.

Key Responsibilities

  1. Customer Support
  • Provide professional communication with internal and external customers via phone, email, or chat.
  • Respond to customer inquiries and concerns in a timely and efficient manner.
  • Resolve issues by providing solutions and following up to ensure issues are resolved.
  • Escalate complex or unresolved issues to appropriate personnel for further investigation and resolution.
  • Provide clear and concise instructions to customers regarding troubleshooting procedures.
Order Processing & Documentation
  • Work collaboratively with departments to process incoming orders, change orders, exchanges, and cancellations in a timely manner.
  • Document customer interactions and transactions, including inquiries, requests, resolutions, and follow-up tasks.
  • Maintain department databases and spreadsheets.
Continuous Improvement
  • Stay up-to-date on industry trends, equipment specifications, and procedural changes.
  • Adhere to safety and quality policies and procedures, making recommendations for improved efficiency, quality, and safety.
  • Participate in projects assigned to support the overall goals of the department and organization.

Requirements

  • 1-3 years' experience in an onsite customer service or call center environment.
  • 1-3 years' experience with database management.
  • Proficiency using ticketing systems.
  • Proficiency in Microsoft Office.

Preferred Qualifications

  • Professional and courteous demeanor with the ability to maintain a calm temperament and display patience, respect, and empathy under pressure.
  • Excellent problem-solving skills, with the ability to diagnose issues and provide effective solutions.
  • Detailed-oriented approach, ensuring accurate documentation and follow-up on all tickets.
  • Strong verbal and written communication skills, with the ability to explain technical concepts clearly and concisely.
  • Self-directed and organized, exhibiting strong initiative, and the ability to prioritize and execute multiple priorities in a fast-paced and changing environment.

What We Offer

  • Generous and flexible paid time off, including paid personal time off, caregiver, parental, and volunteer leave.
  • Competitive health insurance plans and 401(k) match, with benefits starting day one.
  • Competitive and performance-based compensation packages and bonus plans.
  • Educational assistance, leadership development programs, and recognition programs.

Our Commitment to Diversity and Inclusion

SPX Cooling Tech LLC values diversity and inclusion and is committed to creating an inclusive work environment where everyone has a voice and is encouraged to realize their fullest potential.

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