Staff Tech, Customer Svc

Job Number: 12117

External Description:

About This Role

This position is for a staff Customer Service technician who is under moderate supervision. Responsible for reviewing customers' names, addresses, and billing information, product numbers, and specifications of items to be purchased, and ensures this information entered on order forms is accurate. Answers moderately complex customer inquires on product availability, maintenance, and the status of orders. Relies on moderate experience and judgment to accomplish assigned tasks.

Key Responsibilities

• Provide exceptional customer support to distributor (including parts selection and ordering, pricing and availability, expediting delivery, dispute resolution and limited technical support)
• Provide superior follow up to distributors and sales managers
• Manage all account interactions via inbound phone, online chat, and email.
• Communicate with Distribution including Service Managers and Parts counter personnel via telephone, online chat and e-mail to build strong business relationships; ensure a positive customer experience
• Collaborate with internal departments to resolve customer opportunities
• Ability to manage multiple reports and combine data from multiple source

Required Qualifications  

• High School diploma or GED
• 2+ years’ experience in call center or customer accounts.

Preferred Qualifications

• Working knowledge of call center tools such as WFM (Work Force Management) and phone tools such as Five9.

• Working knowledge of SAP, Salesforce (or other CRM systems), and the PIC system is desired
• A background in Residential and Commercial HVAC applications, products and systems, and the ability to read basic technical drawings is desired
• Working knowledge of call center tools such as CRM (Customer Relationship Management software) and phone tools (Salesforce experience preferred) 

Job Number: 30221857

Community / Marketing Title: Staff Tech, Customer Svc

Location_formattedLocationLong: New York, US