Customer Service Representative

Job Title: Call Center RepresentativeLocation: East Syracuse, NY 13057 (ON SITE)Pay Range: $19 - 20/Hr. On W2 (Depending on Experience/Interview)Duration: Contract Role (Possible Extension or Temp to Hire for Right Candidate)Work Schedule: Mon- Fri 8:00 AM - 5:00 PMJob Description:$19/hr pay rate ($20 pay rate for bilingual in Spanish)Manage large amounts of incoming calls Generate sales leads Identify and assess customers? needs to achieve satisfactionBuild sustainable relationships and trust with customer accounts through open and interactive communicationProvide accurate, valid and complete information by using the right methods/toolsMeet personal/customer service team sales targets and call handling quotasHandle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolutionKeep records of customer interactions, process customer accounts and file documentsFollow communication procedures, guidelines and policiesTake the extra mile to engage customersWho we are and what we do:Our customer base is end users of our equipment. We are considered 'the factory' and are the manufactures of heating a cooling equipment. We then sell the equipment to a distributor who sells to a dealer or contractor. The dealer or contractor installs it in the customer's home. Instead of the homeowner reaching out directly to the dealer they will call for assistance. We will also get dealers looking for their distributor so they can obtain parts or technical support.What we help them with:Dealer referrals"”getting a customer connected with a dealer that can provide sales or service we will warm transfer to a dealerOur number one goal is to get the homeowner connected with the dealerProvide customers with warranty informationProduct comparisonDealer referrals to distributorsAct as a switchboard for the company- we use a database to help us refer customers to the appropriate departmentCustomer complaints are triaged by Tier 1 and transferred to the Tier 2 representativesAgents are also responsible for triage of remote access or Wi-Fi capable products such as thermostats. IdentifyRequirements:6+ months experience handling inbound calls in a call center environmentMicrosoft Office proficientType 35-45 words per minuteExcellent verbal and written communication skills"Russell Tobin offers eligible employees comprehensive healthcare coverage (medical, dental, and vision plans), supplemental coverage (accident insurance, critical illness insurance and hospital indemnity), a 401(k)-retirement savings, life & disability insurance, an employee assistance program, identity theft protection, legal support, auto and home insurance, pet insurance, and employee discounts with some preferred vendors."

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