Customer Support Specialist
Peterson Technology Partners
Troy, NY
Job Description
Key Responsibilities
- Conduct extensive problem-solving, order processing, and regular maintenance of customer accounts.
- Adhere to company protocols and policies, seeking opportunities to optimize department efficiency.
- Cultivate close relationships with customers and internal sales teams, providing proactive sales support.
- Address customer inquiries over the phone and in-person.
- Schedule and bill for services, deliveries, and new installations; coordinate schedules with the service/operations manager.
- Process customer payments and maintain accurate internal reports.
- Make outbound calls to current customers to schedule additional services or offer maintenance plans.
- Perform outbound collection calls and handle over-the-counter customer orders.
- Address customer complaints effectively, ensuring the appropriate changes are made.
- Maintain comprehensive records of customer interactions, including inquiries, complaints, and actions taken.
- Complete contract forms, address change records, or issue service discontinuance orders using computer systems.
- Handle unresolved customer grievances, referring them to designated departments for further investigation.
- Determine charges for services requested, arrange for billing, or collect deposits/payments.
- Contact customers to answer inquiries or to inform them of claim investigation results or planned adjustments.
- Upsell new or additional services or products.
- Carry out any other duties assigned by the Office Manager.
- Forklift experience is preferred.
Minimum Requirements
- 1+ years of customer service experience
- High school diploma or GED
- Moderate proficiency in Microsoft Word and Excel
Preferred Qualifications
- Customer service experience, preferably in a sales/marketing environment
- Experience in data entry
Essential Skills
- Computer proficiency, particularly with Microsoft Office
- Fluency with the Windows operating system and basic knowledge of MS Excel and MS Word
- Ability to learn a proprietary customer service program
- Excellent interpersonal and communication skills (verbal/written)
- Professional phone etiquette
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About the Company
Peterson Technology Partners
About the Company:
Peterson Technology Partners (PTP) has been Chicago's premier Information Technology (IT) staffing, consulting, and recruiting firm for over 22+ years. Named after Chicago's historic Peterson Avenue, PTP has built its reputation by developing lasting relationships, leading digital transformation, and inspiring technical innovation throughout Chicagoland.
Based in Park Ridge, IL, PTP's 250+ employees have a narrow focus on a single market (Chicago) and expertise in 4 innovative technical areas;
- Artificial Intelligence/Machine Learning/Data Science
- Robotics/Robotic Process Automation (RPA)
- Cyber/Data/Information Security
- DevOps/DevSecOps
PTP exists to ensure that all of our partners (clients and candidates alike) make the best hiring and career decisions.
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Peterson Technology Partners is an equal opportunity employer.