Customer Service Representative

4 weeks ago

Lewisburg, Tennessee, United States PDS Tech Full time
Job Summary

We are seeking a highly motivated and customer-focused Call Center Representative to join our team at PDS Tech. As a key member of our customer service team, you will be responsible for providing top-notch support to our valued customers across North America.

Key Responsibilities:
  • Efficiently handle high volumes of inbound customer calls and inquiries.
  • Proactively generate sales leads and identify new opportunities for growth.
  • Assess and address customers' needs to ensure superior satisfaction.
  • Build strong, trusting relationships with customers through effective communication.
  • Provide accurate, timely, and detailed information using the right tools and resources.
  • Meet both individual and team sales targets, as well as call-handling goals.
  • Resolve customer complaints by offering appropriate solutions and timely follow-up.
  • Maintain detailed records of customer interactions, accounts, and documentation.
  • Adhere to established communication protocols, guidelines, and policies.
  • Go the extra mile to ensure customer engagement and satisfaction.
Job-Specific Tasks:
  • Respond to incoming calls and emails with professionalism and efficiency.
  • Direct calls to the appropriate departments as needed.
  • Document all call details following standard operating procedures.
  • Enter accurate order information into the company system and provide order support.
  • Assist customers with product inquiries, including parts and equipment.
  • Handle transactional tasks, such as processing orders, claims, and invoicing.
  • Act as the company's switchboard, directing customers to the correct department using a comprehensive database.
  • Triage customer requests and determine when to escalate issues to Tier 2 support.
Qualifications:
  • High School Diploma or GED required.
  • Proficiency in Microsoft Office (Excel, Word).
  • Familiarity with SAP and Salesforce is a plus.
  • Ability to analyze diverse information and make sound recommendations.
  • Strong verbal and written communication skills, with a focus on customer engagement.
  • Self-motivated with a high degree of urgency, ownership, and commitment to excellence.
  • Exceptional organizational skills and flexibility in prioritizing tasks while managing customer needs.
  • Proven ability to follow up and follow through on tasks with precision.
  • Typing speed of 60+ WPM.
  • Excellent customer service skills with the ability to resolve issues quickly and effectively.
Benefits:
  • Comprehensive training to help you succeed in your role.
  • A dynamic, supportive, and team-oriented work environment.
  • Competitive compensation and a robust benefits package.

We are an equal opportunity employer and welcome applications from diverse candidates. If you are a motivated and customer-focused individual who is passionate about delivering exceptional customer service, we encourage you to apply for this exciting opportunity.

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