Customer Service Representative (CSR) Needed

Description

Northern Geo, LLC, a leading renewable energy manufacturing company located in Appleton, Minnesota is looking for a Customer Service Representative (CSR) for its sales/customer service department.

We are looking for a customer-oriented service representative. The right candidate will represent one or several of the company’s’ brands, provide product/services information, and resolve any emerging problems that our customer accounts might face with accuracy and efficiency.

*Experience working with manufacturing or HVAC wholesale service companies strongly preferred* A Customer Service Representative (CSR) is the first point of contact with the company for any customer who has a question or an issue with a product or service the company sells. They have many responsibilities like answering inbound phone calls, addressing customers’ questions about products and services, providing sales quotes, entering sales orders, and processing payments or returns.

The best CSRs are genuinely excited to help customers. They’re patient, empathetic, and passionately communicative. They love to talk and understand the value of good communication skills. Customer service representatives can put themselves in their customers’ shoes and advocate for them when necessary. Problem-solving also comes naturally to customer care specialists. They are confident at troubleshooting and investigate if they don’t have enough information to answer customer questions or resolve complaints.

A good Customer Service Representative must have excellent communication skills, both verbal and written, since they will be working directly with customers. Also, they must have a strong understanding of their company’s products and services to address customer questions. They should also have a pleasant attitude to de-escalate potentially hostile customers and need to work in a fast-paced environment.

They are someone who displays excellent patience under pressure. Being patient allows them to maintain a professional manner when talking with upset or confused customers. Further, it helps improve customer loyalty because they make customers feel valued and provide solutions for them. Customer Service Representatives should also have extensive knowledge of their company’s products and services. The target is to ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction.

On a typical day, a Customer Service Representative starts by reviewing their phone messages and professional email. They work to respond to customer complaints, questions and general feedback in a timely manner. They multitask between answering phone calls or chat messages from customers.

Responsibilities

• Manage large amounts of incoming calls

• Generate sales leads

• Identify and assess customers’ needs to achieve satisfaction

• Build sustainable relationships and trust with customer accounts through open and interactive communication

• Provide accurate, valid, and complete information by using the right methods/tools

• Meet personal/customer service team sales targets and call handling quotas

• Handle customer complaints, 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

• Take the extra mile to engage customers

• Providing introductory information to new customers

• Letting customers or clients know about additional products or services

• Troubleshooting common issues with a product or service

• Effectively collaborating across departments to ensure all internal and external customer needs are met

• Working with Customers professionally on all inquiries

• Entering data for sales orders

• Able to work professionally with Production and Shipping to ensure orders are processed to customer specifications

• Building strong working relationships with customers

• Main contact for customers questions in regard to parts/heat pump pricing, availability and production status on units

• Communicate to customers when units are ready to be shipped or picked up

• Help customers with spare parts/heat pump questions and orders. If unable to answer specific question, transfer call to technical support

• Provide warranty information to customers and process warranty claims

• Create sales estimates, sales orders, and sales invoices

• Enter BOMs (Bill of Materials) into SOS and make necessary changes as needed

Requirements

• Proven customer support experience or experience as a client service representative

• Track record of over-achieving quota

• Strong phone contact handling skills and active listening

• Familiarity with CRM systems and practices

• Customer orientation and ability to adapt/respond to different types of characters

• Excellent communication and presentation skills

• Ability to multi-task, prioritize, and manage time effectively

• High school degree

• 2-3 years working customer service

• Proficient with Microsoft Office

• Be able to work independently, self-motivated with a competitive nature

• Have excellent time management skills

• Exceptional communication and presentation skills

Skills and qualifications

• Interpersonal and customer service skills

• Analytical and problem-solving skills

• Multitasking and organizational skills

• Ability to answer a high volume of calls and/or emails daily

• Ability to share work among a customer service team

• Attentiveness and patience

• Time-management skills

• Ability to find the positive in any situation

Job Types: Full-time, Part-time

Ability to commute/relocate:

• Appleton, MN 56208: Reliably commute or planning to relocate before starting work (Required)

Work Location: One location/On site