Call Center Representative

Exciting Opportunity: Call Center Representative for an HVAC Manufacturer with Customer Service Expertise!

Position Overview:

We are seeking a highly motivated and dynamic Call Center Representative to join our Customer Service team for our family of brands. As a Tier 1 representative, you will be responsible for handling a high volume of incoming calls and providing essential support to distributors of our equipment across North America, including Canada. This role is ideal for individuals who thrive in a fast-paced environment, have excellent customer service skills, and are eager to make a difference in a competitive, customer-centric organization.

Why Join Us?

This is an excellent opportunity to become part of a dynamic team supporting one of the leading brands in the industry. We value professional growth and offer a collaborative environment where your contributions are recognized. As a Tier 1 representative, you will play a key role in maintaining high standards of service and customer satisfaction.

Key Responsibilities:

• Call Handling: Manage large amounts of incoming calls (up to 50 per day), addressing customer inquiries with professionalism and efficiency.
• Sales Leads: Generate sales leads by identifying opportunities for distributors and customers.
• Customer Support: Assess and identify customer needs, ensuring complete customer satisfaction through open communication and effective problem-solving.
• Relationship Building: Develop and maintain sustainable relationships with customer accounts by establishing trust and rapport.
• Information Accuracy: Provide accurate, valid, and complete information to customers using the appropriate tools and resources.
• Meeting Targets: Consistently meet personal and team sales goals and call handling quotas.
• Complaint Resolution: Handle customer complaints effectively by offering appropriate solutions and alternatives within time limits, ensuring timely follow-ups to guarantee resolution.
• System Maintenance: Keep detailed records of customer interactions, process customer accounts, and manage related documents efficiently.
• Process Adherence: Follow communication procedures, guidelines, and company policies to ensure consistent service delivery.
• Cross-Department Support: Route calls to appropriate departments or transfer customer inquiries to Tier 2 support as needed.
• Transaction Management: Enter accurate order, claim, and invoicing information into the company system, ensuring all transactional details are up-to-date and correct.
• Internal Support: Assist with internal customer requests and triage issues that may require escalation to higher tiers of service.

Job Specifications:

• Education: High School Diploma or GED required.
• Experience: Previous experience in a call center, customer service, or similar role is highly preferred. Experience with SAP, Salesforce, or other CRM systems is a plus.
• Skills:
• Strong verbal and written communication skills.
• Ability to effectively analyze customer needs and resolve inquiries in a timely manner.
• Proficiency in Microsoft Office products, particularly Excel and Word.
• Familiarity with SAP and Salesforce preferred.
• Ability to type 60+ words per minute (WPM) with high accuracy.
• Excellent organizational and time management skills, with the ability to prioritize tasks efficiently in a fast-paced environment.
• High degree of self-motivation, ownership, and a sense of urgency to resolve customer issues.
• Exceptional follow-up skills to ensure all customer issues are resolved satisfactorily.

Additional Requirements:

• Typing speed of 60+ WPM.
• Strong written and oral communication skills.
• Experience in MS Office products is required, and familiarity with SAP and Salesforce is a plus.
• Ability to multitask effectively in a busy call center environment.
• Excellent customer service skills and a passion for helping customers.

Training:

The training program is 6 weeks long, with the first half dedicated to classroom instruction and the second half providing hands-on experience with company systems and processes.

Pay Details: $17.00 per hour

Benefit offerings available for our associates include medical, dental, vision, life insurance, short-term disability, additional voluntary benefits, EAP program, commuter benefits and a 401K plan. Our benefit offerings provide employees the flexibility to choose the type of coverage that meets their individual needs. In addition, our associates may be eligible for paid leave including Paid Sick Leave or any other paid leave required by Federal, State, or local law, as well as Holiday pay where applicable.

Equal Opportunity Employer/Veterans/Disabled

To read our Candidate Privacy Information Statement, which explains how we will use your information, please navigate to https://www.pdstech.com/candidate-privacy

The Company will consider qualified applicants with arrest and conviction records in accordance with federal, state, and local laws and/or security clearance requirements, including, as applicable:

• The California Fair Chance Act
• Los Angeles City Fair Chance Ordinance
• Los Angeles County Fair Chance Ordinance for Employers
• San Francisco Fair Chance Ordinance

Read Full Description