Customer Services Support Operator

Job Overview:

Pay Range: $19.02hr - $21.87hr

Requirement/Must Have:

• High School degree or state-recognized GED.
• 2+ years of practical Customer Support experience.
• Strong verbal and written communication skills.
• Experience with Microsoft Office applications.
• Ability to address customer inquiries and escalations.
• Professionalism and excellent customer service skills.

Responsibilities:

• Provide an exceptional customer experience with each customer contact or inquiry via phone, e-mail, and online chat.
• Prioritize the daily workload of internal and external customer inquiries, including recognizing urgency and acting accordingly.
• Support HVAC, Building Automation, and 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 customers through creative problem solving and collaboration across various functions.
• Manage incoming Salesforce mailboxes and queues while providing timely, professional responses.
• Execute SAP daily transactions including order entry, status updates, returns, credits, debits, and quotes.
• Provide user support on online catalog and ordering platforms.
• Research issues and questions using available information and resources.
• Identify, redirect, and escalate problems to appropriate resources per customer support procedures.
• Fully utilize CRM systems, 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 online real-time chat requests.

Nice to Have:

• Associate degree or bachelor's in a related discipline.
• Prior exposure to HVAC, Building Automation, and Fire Safety customer segments.
• SAP experience.
• Salesforce experience.

Skills:

• Customer Support.
• Microsoft Office.
• SAP.
• Salesforce.
• CRM.
• Order Entry.
• Problem Solving.
• Call Center Operations.

Qualification And Education:

• High School degree or state-recognized GED.