Job Description
Job DescriptionWe are looking for a dedicated Customer Service Representative to join our team on a long-term contract basis in Sharonville, Ohio. In this role, you will serve as the primary point of contact for customers, ensuring their needs are met with efficiency and professionalism. If you thrive in a fast-paced environment and enjoy delivering exceptional service, this opportunity is for you.
Responsibilities:
• Respond to incoming calls from customers and technicians, providing accurate information or escalating to dispatchers as needed.
• Coordinate service resources and collaborate effectively with the operations team.
• Handle customer inquiries, dispatch technicians, and conduct necessary follow-ups to ensure resolution.
• Assist the accounting team with customer setups and purchase order inquiries.
• Monitor daily labor levels, adjusting workloads in coordination with the Operations Manager.
• Track and record technician activities to support team operations and maintain efficiency.
• Proactively reach out to customers to ensure service excellence and share call data with leadership.
• Investigate customer concerns, route them appropriately, and address special requests to maintain satisfaction.
• Utilize technology to monitor dispatched technicians and ensure optimal productivity and cost-effectiveness.
• Contribute to achieving organizational goals within strict deadlines while maintaining customer satisfaction.• Proven experience in a call center or customer service role.
• Exceptional phone etiquette and communication skills.
• Proficiency in Microsoft Office applications, including Excel and Word.
• Familiarity with Great Plains (GPAC) software is a plus.
• Ability to work independently and collaboratively as part of a team.
• Strong problem-solving skills and the ability to make sound decisions under pressure.
• Effective time management and organizational skills.
• Capability to handle stress and maintain a composed demeanor in challenging situations.