Customer Service Representative

Job Description

Job Description

Customer Service Representative
We are looking for a detail-oriented and customer-focused Customer Service Representative to join our fast-paced team. The ideal candidate will be experienced in using ERP systems, and committed to delivering outstanding service and accurate support to our customers.

Key Responsibilities

• Customer Support: Assist customers via phone, email, and chat by providing product and service information, answering inquiries, and resolving issues promptly and professionally.
• Order Processing & Issue Resolution: Manage orders, address billing questions, and troubleshoot customer concerns to ensure a seamless experience.
• Relationship Management: Build and maintain strong, positive relationships with customers through clear, empathetic, and solution-oriented communication.
• ERP System Management: Enter and manage customer orders and data accurately using ERP software (Macola experience is a plus).
• Product Knowledge: Identify customer needs and recommend appropriate products or services to help them achieve their goals.
• Administrative Accuracy: Maintain precise and up-to-date customer records with exceptional attention to detail.

Qualifications

• ERP Experience: Prior use of ERP systems is required; familiarity with Macola is highly desirable.
• Customer Service Experience: Minimum of [insert preferred years] of customer service experience; experience in the HVAC industry is a strong asset.
• Communication: Excellent written and verbal communication skills in English; Spanish fluency is a plus.
• Attention to Detail: Proven ability to manage data and records with high accuracy.
• Problem-Solving: Strong analytical skills and a proactive approach to resolving customer issues.
• Bilingual Preferred: Fluency in both English and Spanish is preferred but not required to apply.