Customer Service Representative II

About the role

This role is not open for submissions from outside staffing agencies.

Pay

• $23-$25/hour depending on experience
• Weekly pay every Friday!
• Bonus: Opportunities for monthly and quarterly bonus based on meeting production and safety goals

Schedule

• Monday to Friday
• 7:00 AM to 4:00 PM

Benefits

• Starting DAY ONE!
• Immediate access to health, dental, vision and life insurance benefits
• Short/Long-term disability coverage
• 100% vested 401k employer match after one year
• Employer match for both employee and family coverage
• 100% vested HSA employer match

Who You Are

You are an experienced, mid-level Customer Service Representative II (CSR II) who is deeply dedicated to being responsive, reliable, and building strong, lasting relationships with Trulite customers. Operating with high integrity, respect, and a results-oriented mindset, and serve as a trusted voice of our organization. You are a proactive problem-solver who possesses the strong product knowledge and independence required to manage complex customer interactions, collaborate cross-functionally, and deliver a premier customer experience.

What You Will Be Doing

• Reinforce Trulite’s mission and values, by fostering the company’s expectations for customer service
• Answer customer service calls within defined Key Performance Indicators
• Receive, prepare, and verify the accuracy of orders from customers utilizing the company’s internal central workflow systems and customer purchase orders
• Initiate required action for response to customer service requests for new orders and change requests, including the accuracy of order/customer information and communicate changes to the appropriate departments
• Affix proofreading entered orders and ensure that the correct information is being applied prior to final confirmation
• Collaborate with the scheduling/production department to make sure that the requested order(s) meet the customer’s expectations
• Handle or refer complaints of product or service failure to the appropriate department for investigation
• Conduct follow-up phone calls within 2 hours to respondents who have concerns or questions
• Create price quotations on items contained in the price book
• Work with the sales, organization’s other branch/regional locations to resolve problems, facilitate solutions and enhance the customer service offerings
• Answer customer’s technical questions regarding products and services
• Attend regular customer service / branch meetings
• Support and participate in the organization’s continuous improvement program and product training courses
• Perform other related duties and provide back-up support to other group members as assigned by management
• Train team members on processes, products and service value
• Handle complex customer projects and issues
• Manage daily customer back orders
• Ensure correct warranties are distributed as requested
• Adhere to AR processes to meet internal and customer requirements
• Backup for processing of COD/CIA payments

Skills You Bring

• 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 have excellent communication (written and oral), interpersonal, conflict management, and time management skills
• Experienced user of Microsoft Office 365 suite
• Listening skills and data collection with attention to detail are essential
• Ability to calculate discounts, fractions, percentages, area circumference, and volume
• Ability to apply concepts of basic algebra and geometry
• Must pass criminal background check

Why Trulite

Trulite offers the most comprehensive benefit coverage in the industry. We give our employees immediate access to health, dental, vision and life insurance benefits, as well as provide short/long-term disability coverage to protect you financially if you should incur a non-occupational illness or accident. Stay with us for a year and your 401k employer match is 100% vested and immediately becomes part of your ever improving financial plan. This is also true for those who select and contribute to their Health Savings Account. We match on both employee and family coverage to help cover out-of-pocket expenses and if unused continues to grow until needed. The employer match for your HSA, if you choose to participate, is also vested immediately at 100%, improving your financial health. Trulite bears most of the cost of your benefits. We structured these benefits because we care not only about your physical well-being but your financial health and welfare too. Let us show you why Trulite values you as an employee and how we will help you achieve financial independence.

We are an Equal Opportunity Employer

We embrace and encourage our employees’ differences in age, color, disability, ethnicity, gender identity or expression, language, national origin, physical and mental ability, political affiliation, race, religion, sexual orientation, socioeconomic status, veteran status, and other characteristics that make our employees unique.