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Customer Service Representative

2 months ago

Forest, United States CoolSys Full time $18 - $25
{"Job Title": "Customer Service Representative", "Job Summary": "We are seeking a highly skilled Customer Service Representative to join our team at CoolSys. As a key member of our customer-facing team, you will be responsible for delivering exceptional customer service and ensuring the timely completion of service calls.

Responsibilities:

* Process and complete open service calls for assigned customers/accounts using third-party online systems
* Ensure customer service and quality of work meet customer requirements and company standards
* Accurately and timely enter service calls from opening to completion
* Manage open service calls progress and "after-the-fact" quotes to ensure completion rate in the system at 90% or over
* Escalate any customer/account issues, problems, and exceptions to the Customer Account Manager
* Submit quotes and communicate service calls progress with customers in accordance with contract requirements
* Manage PMs for account representation
* Use Salesforce to find new customers
* Monitor Service Channel notes to ensure timely responses
* Create new PM Agreements (survey equipment if local)
* Review and send to customer PM follow-up and small customers quotes (schools, restaurants)
* Review billing approval and move any questionable invoices into the account manager's billing bucket
* Invoice certain strategic large application customers

Requirements:

* High school diploma, GED, or completion of business/office vocational training
* 2+ years of data entry and/or office-based customer service experience
* Ability to manage multiple service calls, set and balance competing priorities with good organizational skills and ability to multitask
* Strong customer service skills, including an ability to proactively address customer issues and concerns and ability to forge strong working relationships with customers and colleagues
* Ability to use typical business tools including MS Word, MS Excel, Outlook, online databases, etc.
* Ability to understand and follow customers' contract, scorecards, etc.
* Ability to understand and follow all company policies and procedures and all applicable State and Federal laws

Work Environment:

This job operates in a clean, well-lit, and climate-controlled professional office environment with minimal physical hazards and noise. This role routinely uses standard office equipment such as computers, phones, printers, etc.

Physical Demands:

While performing the duties of this job, the employee is regularly required to stand, sit, walk, talk, hear, and use hands and fingers to operate office equipment.

Equal Opportunity Employer:

CoolSys is an equal opportunity employer and welcomes applications from all qualified individuals, including those with disabilities, veterans, and individuals from diverse backgrounds.

Pre-employment background screening (criminal and MVR for driving positions) and drug testing are required for all positions.

CoolSys will consider qualified applicants with criminal histories in a manner consistent with federal law, state law, or local ordinance."