Customer Service Representative - Russell Tobin : Job Details

Staff Tech, Customer Service

GENERAL RESPONSIBILITIES: We seek a motivated, process-oriented individual in our Customer Care Center to support our customers via telephone and written communications. Our channel includes distributors seeking after-market replacement components. Our Call Center is a high-volume, fast-paced, and metric-driven call-center team atmosphere with a high emphasis on customer satisfaction and first-call resolution.

Specific Responsibilities for this position include:

• Provide exceptional customer support to the 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
• Communicate with Distribution, including Service Managers and Parts counter personnel via telephone, and Cases 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 various sources

Key Qualifications:

• Working knowledge of call center tools such as CRM (Customer Relationship Management software) and phone tools (Salesforce experience preferred)
• Ability to handle between 60-70 phone calls/cases per day while maintaining a positive/responsive attitude with the customer
• Working knowledge of SAP, Salesforce, PIC, and Windchill systems is desired.
• A background in Residential and Commercial applications, products, and systems, and the ability to read basic technical drawings is desired.
• Excellent customer service skills
• Strong written and oral communication skills
• Proficient in MS Office (specifically Word and Excel)
• Strong analytical skills, accuracy, and attention to detail
• Sense of urgency; strong organizational skills, and ability to handle multiple tasks at one time
• Creative problem-solving skills
• Self-starter and well-organized, able to multi-task and prioritize work
• Adaptability and flexibility to seasonality and changing business demands are critical.
• Spanish language skills are a plus.

Benefits Info: Pride Global offers eligible employees comprehensive healthcare coverage (medical, dental, and vision plans), supplemental coverage (accident insurance, critical illness insurance, and hospital indemnity), 401(k) retirement savings, life & disability insurance, an employee assistance program, legal support, auto, home insurance, pet insurance, and employee discounts with preferred vendors.