Customer Service Representative (Hybrid)

Key Responsibilities

• Maintain high customer service standards to attract and retain customers
• Handle customer inquiries via phone, email and chat
• Respond to all inquiries, issues, and complaints in a timely manner
• Manage high inbound and outbound call volumes in a timely manner
• Utilize case management tools to track, document and manage customer cases
• Receive and process domestic and export orders from customers and distributors
• Distribute literature on company products as requested
• Advise customers of order status or dispatch work orders
• Dispatch service technicians to repair equipment as needed
• Resolve customer issues and needs in a professional manner
• Process shortages, damages, or product service needs
• Document and update customer records
• Provide quotes as needed
• Invoice and process payments including credits and debits as required

Qualifications

• Education: High school diploma or GED equivalent required. Relevant college courses and/or degree preferred
• Experience: Minimum 2 years customer service experience; 3–5 years preferred. Contact center experience
• Languages: Bilingual (English/Spanish) a plus.
• Skills: Outstanding customer service and people skills, excellent oral and written communication skills, exceptional organization and time management skills, ability to effectively prioritize work and handle multiple projects, experience navigating multiple computer screens and programs while interacting with customers, excellent analytical skills, team oriented
• Technical Proficiency: Proficient PC skills, experience with Windows-based computer applications
• Professional Traits: High level of integrity and professionalism