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Customer Service Representative

2 months ago

Syracuse, New York, United States US Tech Solutions Full time

About the Role:

US Tech Solutions is seeking a highly motivated and process-oriented individual to join our Customer Care Center team as a Customer Service Representative. As a key member of our team, you will be responsible for providing exceptional customer support to our distributors via telephone and written communications.

Key Responsibilities:

  • Provide top-notch customer support to distributors, including parts selection and ordering, pricing and availability, expediting delivery, dispute resolution, and limited technical support.
  • Deliver superior follow-up to distributors and sales managers to ensure a positive customer experience.
  • Manage all account interactions via inbound phone calls, communicating with distribution teams to build strong business relationships.
  • Collaborate with internal departments to resolve customer opportunities and drive business growth.
  • Actively participate in departmental Client Excellence Activities to continuously improve customer satisfaction.
  • Utilize data analysis skills to manage multiple reports and combine data from various sources to inform business decisions.

Requirements:

  • Working knowledge of call center tools, such as CRM software and phone tools (Salesforce experience preferred).
  • Ability to handle a high volume of phone calls (60-70 per day) while maintaining a positive and responsive attitude with customers.
  • Working knowledge of SAP, Salesforce, PIC, and Windchill systems is desired.
  • A background in Residential and Commercial HVAC applications, products, and systems, and the ability to read basic technical drawings is desired.
  • Excellent customer service skills, with 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 and adaptability to seasonality and changing business demands.
  • No travel required, with a standard working schedule of 8:00 am - 6:00 pm, Monday through Friday.
  • Spanish language skills are a plus.