Customer Service Representative

4 weeks ago

Newburgh, New York, United States Sterling Engineering Full time
Job Title: Customer Service Representative

Job Summary:
At Sterling Engineering, we are 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, resolving customer inquiries, and maintaining customer account details.

Key Responsibilities:
  • Resolve customer inquiries and process orders in a timely and efficient manner.
  • Follow company protocols to enhance department efficiency and ensure high-quality customer service.
  • Build strong relationships with customers and internal sales teams to offer proactive sales support.
  • Handle customer inquiries via phone and in-person interactions, providing accurate and helpful information.
  • Schedule and bill services, deliveries, and installations, coordinating with service/operations managers as needed.
  • Process payments and maintain accurate internal reports to ensure seamless customer transactions.
  • Make outbound calls to customers for service scheduling and offering maintenance plans to enhance customer satisfaction.
  • Perform outbound collection calls and manage over-the-counter orders to ensure timely and efficient customer service.
  • Address customer complaints, ensuring resolutions are met and customer satisfaction is maintained.
  • Keep detailed records of customer interactions, including inquiries, complaints, and solutions, to inform future customer service strategies.
  • Complete contract forms, process address changes, and manage service discontinuation requests to ensure seamless customer transactions.
  • Refer unresolved grievances to designated departments for further investigation and resolution.
  • Manage billing for services and arrange deposits or payments as necessary to ensure timely and efficient customer transactions.
  • Contact customers to provide information on inquiries, claim investigations, or adjustments to ensure customer satisfaction.
  • Upsell additional services or products to enhance customer satisfaction and revenue growth.

Requirements:
  • 1+ years of customer service experience.
  • High school diploma or GED.
  • Proficiency with Microsoft Word and Excel.
  • Data entry experience.
  • Customer service experience, ideally in a sales or marketing environment.

Essential Skills:
  • Computer proficiency with Microsoft Office (Excel and Word).
  • Familiarity with Windows OS.
  • Ability to learn a proprietary customer service system.
  • Strong interpersonal and communication skills (both verbal and written).
  • Professional phone etiquette.

Equal Employment Opportunity:
Qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or genetic information.

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