Customer Service Representative

About the Role

The Customer Service Representative is the primary internal customer-facing representative of the Lifting Center. Perform various customer activities including answering incoming calls and web requests for products and services, directing calls to specialists, service technicians, preparing quotes, sales orders, counter sales, and other duties as needed.

Responsibilities

• Answer incoming phone calls, counter sales, and manage daily electronic requests.
• Provide superior customer service to increase customer attraction and retention.
• Respond timely to requests for price quotes, order inquiries, adjustments, returns, and cancellations.
• Nurture customer relationships to ensure proper support.
• Utilize the customer relationship management (CRM) system to maintain complete call records and valid customer/account information to support increased product sales goals.
• Coordinate delivery times with production to achieve customer satisfaction if normal lead times are not adequate.
• Collect market data to create and analyze reports resulting in gross margin management.
• Relate to diverse customers in an inclusive manner.
• Assist the Service Supervisor with planning and scheduling work when required.
• Interact with technicians, Service Supervisor, Service Manager, vendors, and customers to construct proper repair quotes.
• Provide required support to service technicians in the field regarding parts and component identification.
• Follow up on active repair quotes on a regular basis and document progress.
• Other duties as assigned.

Requirements

• High school diploma or GED preferred; technical school or military experience a plus.
• At least 2 years’ experience in customer service or a related customer-facing position strongly preferred.
• Experience with CRM and case management systems preferred.
• Experience with Enterprise Resource Planning (ERP) Software preferred; experience with Netsuite or Oracle a plus.
• Solid written and verbal communication skills.
• Overall PC literacy (Microsoft Office).
• Detail-oriented, self-motivated, and disciplined with the ability to handle multiple tasks.
• Must successfully complete a criminal background check, drug screen, and E-verify.

Benefits

• Market-competitive salaries.
• Comprehensive benefits including paid time off, affordable health insurance, dental, vision, 401(k) with company match, life insurance, and disability insurance.
• Free virtual doctor visits with $0 copay through Teledoc service.
• Tuition reimbursement program.

About the Company

At Mazzella, we're more than just a company – we're a family. With over 1,300 employees and 60 locations, we lead the industry with humility and dedication to our people. We foster a team-oriented environment where your well-being and growth are our top priorities.

• Team-Oriented Environment: Experience collaboration and support from colleagues who genuinely care about your success.
• Work-Life Balance: Enjoy a real balance between your professional and personal life.
• Growth and Development: Embark on a lifelong learning journey with tailored development opportunities and a clear career path.
• Humble, Hungry, Smart Culture: Embrace our core values of humility, hunger for excellence, and smart decision-making.

Our core values drive everything we do:

• Be Safe: Personal commitment to all stakeholders' well-being; purposeful control of risk.
• Be a Lifelong Learner: Routinely acquire new skills and capabilities that bring value.
• Be Humble: Lack excessive ego or concerns about status; emphasize the team over self.
• Be Hungry: Always looking for more, self-motivated, and diligent; do more than just get by.
• Be Smart: Common sense about people, good judgment, and intuition around group dynamics.