Job Type: Full time
Pay: Competitive pay based on experience, 401(k)
Benefits:
- 401(k)
- Health, dental and vision plans
- Life insurance
- PTO: Up to 10-days paid time off per year
Summary:
AGC is a small company with a family atmosphere. We are looking for a full-time customer-oriented service representative. The candidate will act as a liaison, provide product/services information, and resolve any emerging problems that our customer accounts might face with accuracy and efficiency. The target is to ensure excellent service standards, respond quickly and efficiently to customer inquiries and maintain high customer satisfaction.
Responsibilities:
- This position is primarily a dedicated Customer Service Rep working with a specific set of Customers and the sales reps for their accounts.
- We also work as a team to cover general Customer Service requests for the rest of our Customer Service base.
- With extreme care and accuracy, create quotes, process service requests, order materials, communicate with customer regarding tracking and delays, receive parts, validate invoices for materials, and invoice customer. Maintain multiple spreadsheets to track open orders, backordered materials, and open invoices.
- Identify and assess customers’ needs to achieve satisfaction. Offer support and solutions to customers in accordance with the company’s customer service policies.
- Provide accurate, valid, and complete information by using the right methods/tools.
- Follow requests to provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
- Keep records of customer interactions, process customer accounts and file documents.
- Follow communication procedures, guidelines, and policies.
- Collaborate with management teams to stay updated on new products, services, and policies.
- Record customer information within our customer service database.
- Engage with clients in a friendly and professional manner while actively listening to their concerns.
- Open service tickets for customers from email requests and phone inquiries.
- Contributes to team effort by accomplishing related results as needed.
- Other duties as requested.
Skills:
- Proven customer support experience or experience as a client service representative
- Strong phone contact handling skills and active listening
- Familiarity with CRM systems and practices
- Customer orientation and ability to adapt/respond to different personality types
- Excellent communication and presentation skills
- Ability to multi-task, prioritize, and manage time effectively
This job is ideal for candidate who is:
- Dependable — more reliable than spontaneous
- Must be able to pass background check and drug screen
Skills/Qualifications:
Customer Service, Quality Focus, Problem Solving, Documentation Skills, Listening, Phone Skills, Resolving Conflict, Analyzing Information, Multi-tasking, Microsoft Excel Skills Not required, but helpful: ConnectWise, Coupa