We seek a motivated, process-oriented individual in our Customer Care Center to support our customers via telephone and written communications. Our channel includes distributors seeking after-market replacement components. Our Call Center is a high-volume, fast-paced, and metric-driven call-center team atmosphere with a high emphasis on customer satisfaction and first-call resolution.
Specific Responsibilities for this position include:
Provide exceptional customer support to the distributor (including parts selection and ordering, pricing and availability, expediting delivery, dispute resolution, and limited technical support)
Provide superior follow-up to distributors and sales managers
Manage all account interactions via inbound phone
Communicate with Distribution, including Service Managers and Parts counter personnel via telephone, and Cases to build strong business relationships; ensure a positive customer experience.
Collaborate with internal departments to resolve customer opportunities
Ability to manage multiple reports and combine data from various sources
Key Qualifications:
Working knowledge of call center tools such as CRM (Customer Relationship Management software) and phone tools (Salesforce experience preferred)
Ability to handle between 60-70 phone calls/cases per day while maintaining a positive/responsive attitude with the customer
Working knowledge of SAP, Salesforce, PIC, and Windchill systems is desired.
A background in Residential and Commercial applications, products, and systems, and the ability to read basic technical drawings is desired.
Excellent customer service skills
Strong written and oral communication skills
Proficient in MS Office (specifically Word and Excel)
Strong analytical skills, accuracy, and attention to detail
Sense of urgency; strong organizational skills, and ability to handle multiple tasks at one time
Creative problem-solving skills
Self-starter and well-organized, able to multi-task and prioritize work
Adaptability and flexibility to seasonality and changing business demands are critical.
Spanish language skills are a plus.
Benefits Info: Pride Global offers eligible employees comprehensive healthcare coverage (medical, dental, and vision plans), supplemental coverage (accident insurance, critical illness insurance, and hospital indemnity), 401(k) retirement savings, life & disability insurance, an employee assistance program, legal support, auto, home insurance, pet insurance, and employee discounts with preferred vendors.