Call Center Representative

Customer Service Representative

Duration: 24 Months

We are Customer Service for Client's ICP family of brands. We serve all North America, including Canada. Our customer base are distributors of our equipment. Agents could take up to 50 calls per day and log each call in our system as well as entering up to 50 transactions in our system.

What we help them with:

• Dealer referrals to distributors
• Provide customers with order information, assistance
• Product support: Parts and Equipment
• Transactional: Orders, Claims and Invoicing
• Act as a switchboard for the company- we use a database to help us refer customers to the appropriate department
• Customer inquiries are triaged by Tier 1 and transferred to the Tier 2 representatives
• Agents are also responsible for triage and assistance of internal customer requests.
• Identify if a customer need can be met or will it require a case transfer to Tier 2.

Specific Responsibilities for this position may include:

• Answer incoming calls and respond to customers emails
• Route calls to appropriate resources
• Document all call information according to standard operating procedures
• Entering accurate ordering information into a company system.
• Comfortable working in fast-paced environments
• Strong time management and organizational skills
• Proficiency in Microsoft Office Products (Excel, Word)
• Familiarity with SAP and Call Center, and Sales Force a plus.
• The ideal candidate will be a high energy, dynamic individual looking for an opportunity to join a diverse organization in a very competitive environment.

Successful candidates will have:

• Ability to analyze unlike information and draw conclusions/recommendations
• Strong verbal, written and inter-personal communication skills
• Proficiency in MS Office tools
• High degree of self-motivation to address and improve business needs.
• Sense of urgency, self-initiative, commitment and sense of ownership is a must.
• Superior follow-up and follow-through skills
• Highly organized and flexible with the ability to prioritize their individual time while balancing customer's demands and requirements to meet company objectives and goals.

Minimum Requirements:

• High School Diploma required
• Agents must type 60+ WPM
• Excellent customer service skills
• Strong written and oral communication skills
• Experience in Microsoft Office

Preferred Requirements:

• Associate degree (AA, AS, or equivalent two-year post-secondary education).
• Minimum of two (2) years of relevant customer service or call center experience.
• Familiarity with SAP and Salesforce.

About US Tech Solutions:

US Tech Solutions is a global staff augmentation firm providing a wide range of talent on-demand and total workforce solutions. To know more about US Tech Solutions, please visit US Tech Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

AI Statement:

By applying, you acknowledge that AI-assisted tools may be used during hiring. #ZR IND01