Customer Service Specialist - Sterling Engineering : Job Details

Key Responsibilities:

• Resolve customer inquiries, process orders, and maintain customer account details.
• Follow company protocols, aiming to enhance department efficiency.
• Build strong relationships with customers and internal sales teams, offering proactive sales support.
• Handle customer inquiries via phone and in-person interactions.
• Schedule and bill services, deliveries, and installations; coordinate with service/operations managers.
• Process payments and maintain accurate internal reports.
• Make outbound calls to customers for service scheduling and offering maintenance plans.
• Perform outbound collection calls and manage over-the-counter orders.
• Address customer complaints, ensuring resolutions are met.
• Keep detailed records of customer interactions, including inquiries, complaints, and solutions.
• Complete contract forms, process address changes, and manage service discontinuation requests.
• Refer unresolved grievances to designated departments for further investigation.
• Manage billing for services and arrange deposits or payments as necessary.
• Contact customers to provide information on inquiries, claim investigations, or adjustments.
• Upsell additional services or products.
• Assist with any other duties assigned by the General Manager.

Minimum Requirements:

• 1+ years of customer service experience
• High school diploma or GED
• Proficiency with Microsoft Word and Excel
• Data entry experience
• Customer service experience, ideally in a sales or marketing environment

Essential Skills:

• Computer proficiency with Microsoft Office (Excel and Word)
• Familiarity with Windows OS
• Ability to learn a proprietary customer service system
• Strong interpersonal and communication skills (both verbal and written)
• Professional phone etiquette