Call Center Customer Service Rep

2 weeks ago

East Syracuse, NY, United States Butler America Aerospace LLC Full time
Call Center Customer Service Rep

Location: East Syracuse, NY (13057)

Job ID: #71910

Pay Range: $19-22

Open Only to US Citizens

THE COMPANY - An America owned Fortune 500 International Company.

SUMMARY:
Provides strategic direction for pre-delivery and after-sale support to customers which may include product ordering, availability and delivery. NOT SALES.

GENERAL RESPONSIBILITIES:
  • We seek a motivated, process-oriented Customer Service Agent / Customer service Rep in our Customer Care Center to support our customers (take Orders) via telephone and written communications.
  • The calls are from mostly existing customers / equipment distributors seeking to Order by phone - after-market replacement components.
  • Our Call Center is a high-volume, fast-paced, and metric driven call-center team atmosphere with a high emphasis on customer satisfaction and first call resolution.

Specific Responsibilities for this position include:
• Provide exceptional customer support to the distributor (including parts selection and ordering, pricing and availability, expediting delivery, dispute resolution, and limited technical support)
• Provide superior follow up to distributors and sales managers
• Manage all account interactions via inbound phone
• Communicate with Distribution, including Service Managers and Parts counter personnel via telephone, and Cases to build strong business relationships; ensure a positive customer experience.
• Collaborate with internal departments to resolve customer opportunities
• Actively participate in departmental Carrier Excellence Activities
• Ability to manage multiple reports and combine data from various sources

Key Qualifications:
• Working knowledge of call center tools such as CRM (Customer Relationship
Management software) and phone tools (Salesforce experience preferred)
• Ability to handle between 60-70 phone calls/cases per day while maintaining a positive/responsive attitude with the customer
• Desired- Working knowledge of SAP, Salesforce, PIC, and Windchill systems is desired.
• Desired- A background in Residential and Commercial HVAC applications, products, and systems, and the ability to read basic technical drawings is desired.
• Excellent customer service skills
• Strong written and oral communication skills
• Proficient in MS Office (specifically Word and Excel)
• Strong analytical skills, accuracy, and attention to detail
• Sense of urgency; strong organizational skills, and ability to handle multiple tasks at one time
• Creative problem-solving skills
• Self-starter and well organized, able to multi-task and prioritize work
• Adaptability and flexibility to seasonality and changing business demands are critical.
• No travel required
• Spanish language skills are a plus and not required

Benefits provided: 401K, medical, dental, and vision, sick time as applicable to state law.

Butler America Aerospace, LLC. is an equal opportunity employer. Butler evaluates applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information and other legally protected characteristics. The Butler America Aerospace, LLC. EEO Policy Statement and "Know Your Rights" Poster is available here: Applicant and Employee Notices.

Butler America Aerospace, LLC. is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please contact the Human Resources Department at accommodations@butler.com.

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