Customer Service Representative

6 months potential to hire

This is a hybrid role located in Buffalo Grove, Illinois. 2 Days in office, 3 days remote.

As a Customer Services Support Operator, you will:

• Demonstrate the ability to prioritize the daily workload of internal & external customer inquiries, including recognizing urgency and acting accordingly.
• Provide exposure to HVAC/Building Automation & Fire Safety customer segments.
• Spend half the day on phones in a call center environment, with the other half focused on email and other required tasks.
• Provide long-term resolutions to our customers, often through creative problem solving and collaboration across various functions throughout company..
• Manage incoming Salesforce mailboxes/queues and providing timely, professional responses.
• Execute SAP daily transactions which include orders entry, status’, returns, credits, debits, and quotes.
• Provide user support on company online catalog and ordering platform
• Research issues and questions using available information and resources.
• Identify, redirect and/or escalate problems to appropriate resources per customer support procedures.
• Fully utilize CRM, logging all customer contacts with thorough details.
• Work with 3rd party suppliers on order execution, returns, customer inquiries, product selection and timely order status resolution.
• Monitor and support on-line real time chat requests

You’ll make an impact with these qualifications:

Basic Qualifications:

• High School degree or state-recognized GED
• 2+ years of practical Customer Support experience
• Verbal and written communication skills in English
• Experience with Microsoft Office applications
• Must be able to demonstrate:
• Ability to address customer inquiries/escalations
• Professionalism and excellent customer service skills
• Legally authorized to work in the United States on a continual and permanent basis without company sponsorship

Preferred Qualifications:

• Associate degree or bachelor’s in related discipline.
• Prior exposure to HVAC/Building Automation & Fire Safety customer segment.
• SAP experience
• Salesforce experience