Customer Service Agent Call Center, Bilingual, English and Spanish

Position Overview The Customer Service Representative (CSR) serves as a critical link between the company and its customers, delivering exceptional service and support throughout the customer experience. This role is responsible for providing accurate product and service information, preparing quotes, processing orders, managing customer inquiries, and resolving issues in a timely and professional manner. The CSR works closely with internal teams to ensure seamless order fulfillment, customer satisfaction, and operational efficiency while maintaining a customer-first mindset. Position Overview The Customer Service Representative (CSR) serves as a critical link between the company and its customers, delivering exceptional service and support throughout the customer experience. This role is responsible for providing accurate product and service information, preparing quotes, processing orders, managing customer inquiries, and resolving issues in a timely and professional manner. The CSR works closely with internal teams to ensure seamless order fulfillment, customer satisfaction, and operational efficiency while maintaining a customer-first mindset. Main Responsibilities Customer Service & Account Support Conduct Daily Customer Interactions Through Various Communication Channels To Respond to customer inquiries promptly and professionally Build and maintain strong customer relationships through proactive communication Manage a high volume of incoming calls, emails, and customer requests Handle customer concerns and complaints, providing effective solutions and timely follow-up Document customer interactions and maintain detailed records Quoting & Order Management Prepare accurate and timely customer quotations Process and enter customer orders with a high level of accuracy Maintain organized records of quotes, cost estimates, and supporting documentation Process urgent requests and rush orders as needed Monitor order status and coordinate with internal departments to ensure on-time fulfillment Product Knowledge & Customer Education Develop and maintain a thorough understanding of the company's products and services Provide detailed product information, specifications, features, and applications Assist customers in selecting products that best meet their needs Educate customers on proper product use, maintenance, and troubleshooting Support initiatives that improve customer satisfaction and operational processes Ensure customer service activities align with established service level expectations and company objectives Skills Customer-focused mindset with a commitment to delivering exceptional service High emotional intelligence with the ability to adapt to various customer situations Technical aptitude with the ability to troubleshoot basic customer issues Proficiency in Microsoft 365 applications Experience Minimum of 2 years of customer service, customer support, or client services experience Minimum of 2 years of experience utilizing CRM systems and customer service best practices Experience managing customer quotes, orders, and account support activities Education High School Diploma or equivalent required Associate or bachelor’s degree in business, Communications, or a related field preferred Physical Requirements Ability to remain seated and work at a computer for extended periods ABH Manufacturing provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, sexual orientation, or genetics. In addition to federal law requirements, ABH Manufacturing complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. #J-18808-Ljbffr ABH Manufacturing Inc.