Customer Service Representative

SUMMARY 
Manage customer sales queries and complaints. Process orders, order modifications, and escalate complaints across a number of communication channels. Prepare correspondences and fulfill customer needs to ensure customer satisfaction. Attract potential customers by answering product and service questions; making suggestions and giving out information about other products and services.

RESPONSIBILITIES
•    Maintaining a positive, empathetic, and professional attitude toward customers at all times. Greet customers warmly and determine the problem or reason for calling.
•    Responding promptly to customer inquiries.
•    Communicating with customers through various channels.
•    Continuing to build product knowledge to ensure that you can communicate effectively and enthusiastically regarding the company’s diverse product lines.
•    Processing requests and orders from customers and the outside sales team.
•    Keeping records of customer interactions, transactions, comments, and complaints.
•    Communicating and coordinating with colleagues as necessary.
•    Ensure customer satisfaction and provide professional customer support.
•    Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
•    Build sustainable trust relationships with customers through open and interactive communication.
•    Handle complaints, provide appropriate solutions and alternatives and follow up to ensure resolution.
•    Take payment information and other pertinent information such as addresses and phone numbers.
•    Any other projects assigned by management.

REQUIREMENTS
•    1-3 years prior experience as a sales experience.
•    Bilingual in Spanish is a plus.
•    High school diploma, general education degree or equivalent.
•    Ability to stay calm when customers are stressed or upset.
•    Proficiency in Microsoft Office is a must.
•    Experience with ERP systems preferred.

SKILLS 
•    Professional and Pleasant Demeanor
•    Problem Solving Skills
•    Organizational Skills
•    Attention to Detail
•    Good Interpersonal and Time Management Skills
•    Communication Skills
•    Reliability
 

Insulation Materials Corporation has provided insulation solutions since 1971. Our company distributes industrial and commercial products, including fiberglass, closed cell, calcium silicate, mineral wool, adhesives and coatings. We provide our customers with quality products from the following manufacturers listed on this page.

Over the past 50 years, IMC has grown from a single facility to our current network of six facilities, located in the eastern United States. We service much of this area with our own fleet of trucks and ship nationwide.

With a vast inventory of insulation and accessory products, customers can be sure that our knowledgeable sales representatives will find the correct products for each job’s unique requirements.

Additionally, our fabrication facilities produce cellular glass, polyisocyanurate, phenolic foam, XPS (extruded polystyrene), and bend-a-board. Cut and roll metal jacketing, cut and curl PVC and many more products are fabricated at IMC's facilities. Excellent customer service.