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Client Support Specialist

2 months ago

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

Customer Service Representative (CSR) - High Volume Call Center - Full Time

Join Our Dynamic 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 connecting with people? If you seek a fulfilling career with a company that offers numerous growth opportunities, we want to hear from you

Bi-LINGUAL Candidates are Encouraged to Apply

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. This full-time position requires flexibility in scheduling, including some pre-arranged evening and weekend shifts.

Key Responsibilities:

  • Efficiently manage and respond to a high volume of customer calls during each shift.
  • Provide a positive representation of the company while building lasting customer relationships.
  • Answer all inquiries with urgency, ensuring superior customer service at all times.
  • Communicate effectively with Dispatch and Service teams to guarantee proper customer care.
  • Convert customer requests (via calls and online) into scheduled appointments that align with customer expectations.
  • Identify and address customer needs promptly, taking appropriate action.
  • Document and relay customer concerns to the relevant service teams.
  • Accurately gather and input all necessary customer information into the service database.
  • Contribute to departmental and company success by meeting and exceeding performance targets.
  • Maintain proficiency by staying updated on all procedural changes and enhancements.
  • Proactively suggest improvements to customer handling processes.
  • 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 goals.
  • Excellent communication skills (oral, written, and phone).
  • A proactive individual who excels both independently and as part of a team.
  • Strong listening skills, empathy, and a customer-centric approach.
  • Problem-solving abilities with effective prioritization skills.
  • Organizational skills.
  • Ability to multitask while maintaining attention to detail.
  • Proficient in computer use, particularly Microsoft Office applications.
  • Sales experience is advantageous.

Education and Experience:

  • High School Diploma or equivalent is required; associate or college degrees are preferred.

Compensation:

  • Based on experience.

Benefits:

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

Disclaimer: The above job description is not intended to be exhaustive of all responsibilities, skills, efforts, or working conditions associated with this position. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform essential functions.

EOE