CSR Call Center - ENT

Customer Care Representative

Client is the leading global provider of healthy, safe and sustainable building and cold chain solutions with a world-class, diverse workforce with business segments covering HVAC, refrigeration, and fire and security. We make modern life possible by delivering safer, smarter and more sustainable services that make a difference to people and our planet while revolutionizing industry trends. This is why we come to work every day. Join us and we can make a difference together. If you thrive in a fast-paced environment and are looking for an opportunity to develop your customer service career, then we have a great opportunity for you. We are seeking a motivated, process-oriented individual in our Customer Care Center to support our customers via telephone and written communications. Our channel includes end user-homeowners, installing and servicing contractors, and distributors. Our Call Center is a high-volume, fast paced and metric driven call-center team atmosphere with high emphasis on customer satisfaction.

Key Responsibilities:

• Provide exceptional customer support to homeowners.
• Handle homeowners to assist with locating local service providers.
• Manage all customer interactions via inbound/outbound phone, email, and written correspondence.
• Assist consumers with troubleshooting Wi-Fi connectivity and Remote access on website or phone applications.
• Communicate customer facing issues to management and identify areas of opportunity
• Collaborate with internal departments to resolve customer opportunities
• Actively participate in departmental Excellence initiatives as well as agent certifications

Preferred Qualifications:

• High School Degree/GED
• 2+ years of experience in a call center and troubleshooting

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 75-90 phone calls per day while maintaining a positive/responsive attitude with the customer
• 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