Customer Services Specialist responsible for receiving customer inquiries and entering orders at Columbus McKinnon. Providing technical and product information while maintaining effective communication with sales managers and other teams.
About the role
- Customer Experience Specialist offering support to Blue Ridge customers over phone, email, and chat. Responsible for resolving inquiries and maintaining positive customer relations.
Responsibilities
- Providing support to Blue Ridge customers for billing, repair, retention and sales calls
- Troubleshooting and resolving technical problems and other general account inquiries over the phone in a single customer interaction to maximize the customer experience
- Communicate information and directions to the customer in an organized and concise manner
- Educating customers about the features and benefits of our products and services and consistently promoting self-service options to improve the customer experience
- Explaining account information to customers with a focus on first-call resolution
- Resolving customer complaints / concerns through active listening, empathy, professionalism and problem-solving
- Acting as a product consultant, communicate product features and benefits and make recommendations based on the customers’ needs / interests
- Displaying regular, consistent and punctual attendance; Must be available to work overtime when needed
- Positively contributing to our team culture
- Consistently maintaining product knowledge and actively participating in training and coaching sessions
- Achieving established goals and performance metrics; Performance goals must be met on a monthly basis to qualify for our work-from-home program
Requirements
- H.S. Diploma or G.E.D.
- Established residency in Pennsylvania
- Valid PA Driver's License and good driving record
- Previous Customer Service and/or Sales experience a plus
- Bilingual Spanish a plus
- Working knowledge of Microsoft Office Programs and Outlook
- Strong Computer Skills
- Excellent Communication Skills – Oral and Written
- Ability to provide regular, consistent and punctual attendance; Must be available to work overtime when needed
- Ability to build positive rapport quickly with customers
- Ability to travel to your local office and Lehighton Call Center as needed
Benefits
- Impressive health insurance package to full-time employees
- Paid time off
- Tuition reimbursement
- Employee referral program
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