Customer Service Representative-HYBRID

Customer Service RepresentativeThe Customer Service Representative Job at Cozzini Bros. involves managing inbound and outbound multi-channel support to deliver commercial kitchen solutions. Cozzini Bros. is seeking a Customer Service Representative to provide customer service to both our internal partners and our external customers through various activities.Responsibilities include answering customer calls and emails and providing prompt issue resolution; data entry; assisting in account reconciliation; preparing orders and invoices; processing new accounts and orders; making outbound customer calls to obtain information and/or to provide follow-up to resolve customer issues; and occasional miscellaneous projects.Key ResponsibilitiesMulti-Channel Support: Handle incoming and outgoing customer calls and emails, and serve as support liaison for field sales and service teams.Issue/Inquiry Documentation and Resolution: Strive for first-contact resolution while taking ownership of complex or heightened customer concerns. Detailed documentation of interactions required.Account Management: Record and verify customer names, addresses, service purchases, and product details in company systems.Service Promotion: Explain available commercial kitchen products and services to existing customers and identify added service opportunities.Customer Retention: Engage with customers requesting cancellation of products and services to reduce churn and build trust and loyalty.Process Improvement: Collaborate with team leaders and peers to enhance daily support workflows and response times.Systems & Processes: Utilize available systems and tools to execute established processes.Qualifications & RequirementsEducation: High School Diploma or GED.Experience: 2 to 3 years of prior call center or customer service experience.Skills: Strong communication, active listening, patience, time management, and a positive, helpful attitude.Proficient with Microsoft Office applications, specifically Word, Excel, and Outlook.Experience with NetSuite ERP and/or Salesforce CRM is a plus.Hybrid work from home/work from office schedule. Office hours may be required (minimum 3 days per week). Some weeks require more than the minimum. Mon-Fri.Quick learner who is comfortable with rapid change and continuous learning