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Customer Service Representative

2 months ago


East Hanover, New Jersey, United States Russo Bros. & Co. Full time
Job Description

Russo Bros. & Co. is seeking a highly skilled Customer Service Representative to join our team. 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:

  • Respond to high-volume customer calls in a timely and efficient manner
  • Provide a positive impression of the company while establishing and building long-term customer relationships
  • Communicate effectively with Dispatch and Service teams to ensure proper customer handling
  • Convert customer requests into booked appointments that meet or exceed customer expectations
  • Address customer needs by quickly identifying the best path to resolution and taking action
  • Capture and distribute customer concerns to the appropriate service team(s)
  • Accurately collect and enter all necessary customer information into the day service database
  • Contribute to the department and company's success by meeting and exceeding all performance objectives
  • Maintain performance proficiency by staying current on all updates and process changes
  • Identify areas for process change to improve customer-handling procedures
  • Work cross-functionally with dispatchers and other departments to ensure customer satisfaction

Requirements:

  • A positive, friendly, and helpful demeanor
  • Self-starter with a strong self-accountability mindset in achieving set individual and team goals
  • Superior communication (oral, written, and over the phone)
  • A self-starter who will thrive working independently and on a team
  • Good listener, empathetic, and customer focused
  • Problem-solving with the ability to prioritize
  • Organized
  • Ability to multi-task with attention to detail
  • Proficiency with computers, especially Microsoft Office software
  • Sales experience a plus

Qualifications:

  • High School Diploma or equivalent required, associates and college degrees preferred

Benefits:

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