Customer Service Representative

Pay: $17-$20/hour

Schedule

Monday–Friday, 7:00 AM–4:00 PM

About the role

A mid-level customer service position that provides support to the organization by telephone, fax, or central workflow systems. You will obtain, analyze, and verify the accuracy of order information and customer requests in a timely manner, and initiate or implement corrective action to maintain Trulite’s Platinum customer service standards.

Responsibilities

• Answer customer service calls within defined Key Performance Indicators.
• Receive, prepare, and verify the accuracy of orders from customers using internal central workflow systems and customer purchase orders.
• Initiate required action for customer service requests for new orders and change requests, ensuring accuracy of order and customer information, and communicate changes to appropriate departments.
• Assist in proofreading entered orders to ensure correct information is applied before final confirmation.
• Collaborate with the scheduling/production department to meet customer order expectations.
• Handle or refer product or service failure complaints to the appropriate department for investigation.
• Conduct follow-up phone calls within 2 hours to customers with concerns or questions.
• Prepare price quotations on items in the price book as required.
• Work with sales and other branch/regional locations to resolve problems, facilitate solutions, and enhance customer service offerings.
• Answer customers’ technical questions regarding products and services.
• Attend regular customer service and branch meetings.
• Support and participate in the organization’s continuous improvement program and product training courses.

Requirements

• 2–5 years of customer service or relevant experience.
• High School Diploma or equivalent required.
• Related glass and aluminum work experience preferred.
• Must be able to multi-task, be organized, efficient, and accurate.
• Must pass a criminal background check.

Skills

• Excellent communication (written and oral), interpersonal, conflict management, and time management skills.
• Experienced user of Microsoft Office 365 suite.
• Strong listening skills and data collection with attention to detail.
• Ability to calculate discounts, fractions, percentages, area, circumference, and volume.
• Ability to apply concepts of basic algebra and geometry.

Benefits

• Benefits start on day one, including health, dental, vision, and life insurance.
• Short-term and long-term disability coverage for non-occupational illness or accident.
• Comprehensive wellness initiative and progressive financial training program.
• 401(k) with 100% employer match, fully vested after one year.
• Health Savings Account (HSA) with employer match for both employee and family coverage, fully vested immediately.
• Weekly pay (Fridays) and bonus opportunities.
• Trulite covers most of the cost of benefits.