Customer Service Representative

6 days ago

New City, New York, United States Waterco Full time
Job Summary

We are seeking a highly skilled Customer Service Representative to join our team at Waterco. As a key member of our customer-facing team, you will be responsible for providing exceptional customer service and support to our clients.

Key Responsibilities
  • Conduct extensive problem-solving, order processing, and regular maintenance of customer accounts.
  • Adhere to company protocols and policies, seeking opportunities to optimize department efficiency.
  • Cultivate close relationships with customers and internal sales teams, providing proactive sales support.
  • Address customer inquiries over the phone and in-person.
  • Schedule and bill for services, deliveries, and new installations; coordinate schedules with the service/operations manager.
  • Process customer payments and maintain accurate internal reports.
  • Make outbound calls to current customers to schedule additional services or offer maintenance plans.
  • Perform outbound collection calls and handle over-the-counter customer orders.
  • Address customer complaints effectively, ensuring the appropriate changes are made.
  • Maintain comprehensive records of customer interactions, including inquiries, complaints, and actions taken.
  • Complete contract forms, address change records, or issue service discontinuance orders using computer systems.
  • Handle unresolved customer grievances, referring them to designated departments for further investigation.
  • Determine charges for services requested, arrange for billing, or collect deposits/payments.
  • Contact customers to answer inquiries or to inform them of claim investigation results or planned adjustments.
  • Upsell new or additional services or products.
  • Carry out any other duties assigned by the General Manager.
Requirements
  • 1+ years of customer service experience.
  • High school diploma or GED.
  • Moderate proficiency in Microsoft Word and Excel.
Preferred Qualifications
  • Customer service experience, preferably in a sales/marketing environment.
  • Experience in data entry.
Essential Skills
  • Computer proficiency, particularly with Microsoft Office.
  • Fluency with the Windows operating system and basic knowledge of MS Excel and MS Word.
  • Ability to learn a proprietary customer service program.
  • Excellent interpersonal and communication skills (verbal/written).
  • Professional phone etiquette.
Equal Opportunity Statement

Waterco adheres to non-discriminatory employment practices, ensuring that all decisions and criteria related to employment are made without regard to race, color, creed, religion, national origin, sex, marital status, pregnancy, disability, sexual orientation, gender expression, veteran status, age, FMLA status, or any other factor determined to be unlawful by federal, state, or local statutes.

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