Customer Service Representative - Sunrise, FL
Position Summary: The customer service representative acts as a liaison, to provide product/services information and resolve any emerging problems that our clients might face with accuracy and efficiency. The CSR ensures excellent service standards and maintain high customer satisfaction as part of a team.
Reports to: Customer Service Manager
□ Ensure delivery of excellent customer service through fast and accurate processing of customer requests, communication, and coordinating with other departments to resolve inquires.
□ Effectively manage large amounts of incoming requests.
□ Generate sales leads and build sustainable relationships of trust through open and interactive communication.
□ Identify and assess customers’ needs to achieve satisfaction by using the right methods/tools.
□ Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution.
□ Keep records of customer interactions, process customer accounts, and file documents.
□ Work with senior management on the identification and prioritization of strategic issues on an on-going basis and make recommendations to senior management and the executive team
□ Meet personal/team sales targets and quotas.
□ Follow communication procedures, guidelines, and policies.
□ Take the extra mile to engage customers.
□ Perform other duties as required.
□ High School Diploma or GED required
□ Bachelor’s Degree in Engineering or similar preferred
Minimum Work Experience:
□ Proven customer support experience
□ 2 years similar work experience in industrial distribution environment preferred
Specific Skills and Training:
□ Strong contact handling skills and active listening.
□ Familiarity with CRM systems and practices.
□ Customer orientation and ability to adapt/respond to different types of characters.
□ Recognizing and handling customer urgency.
□ Excellent communication and presentation skills.
□ Ability to multi-task, prioritize, and manage time effectively
Office setting, mostly sedentary work at desk/workstation using PC.
Periods of standing and walking.