Customer Service Representative

4 days ago

Hartford, Connecticut, United States TalentBurst Full time
Job Title: Associate Customer Service Rep

At TalentBurst, we are seeking a highly skilled and customer-focused Associate Customer Service Rep to join our team. As a key member of our customer service team, you will be responsible for providing exceptional service to our customers, ensuring their needs are met, and resolving any issues in a timely and professional manner.

Responsibilities:
  • Respond to customer requests via email, phone, or system, providing clear and concise information and resolving issues in a timely manner.
  • Process domestic service requests and follow-up transactions in our customer service system (ServiceMax).
  • Open calls with a clear professional greeting, summarizing the call for the customer and setting proper expectations for response time.
  • Identify customers' technical needs and ensure that all calls are routed to the proper inside/outside service engineer for resolution.
  • Schedule domestic Pre-Installation Visits (PIV), Installations, and Preventative Maintenance visits (PM's).
  • Utilize the complaint handling procedure to resolve customer issues.
  • Assist with billing inquiries for service requests.
  • Complete general service administration, including creating, updating, and maintaining customer equipment records and customer ship to and bill to locations.
  • Adhere to ISO standards and requirements.
  • Participate actively in the ongoing assessment of customer support processes and incorporate approved improvements.
  • Provide support to internal and external stakeholders.
Requirements:
  • One to two years of customer service experience in a call center and team-based environment.
  • High School diploma or equivalent.
  • Previous experience with ServiceMax, SalesForce, and/or SAP is a plus.
  • Prior experience dispatching technicians is preferred.
  • Having knowledge of the industry is recommended.
  • Advanced customer service skills and three or more years of call center experience preferred.
  • Geographical knowledge of service area.
  • Map reading skills.
  • The ability to identify the root cause of customer issues and pursue resolution proactively with a sense of urgency and commitment to customers.
Technology Requirements:
  • Computer: Microsoft Office, IE, MS Outlook, and other software applications as needed.

TalentBurst is an equal opportunity employer and welcomes applications from diverse candidates. We offer a competitive salary and benefits package, as well as opportunities for professional growth and development.

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