Customer Service Representative/Scheduling for a Metal Manufacturing

Job Description

Job Description

Benefits/Perks

• Paid Time Off/Sick 

Job Summary

We are looking for a Customer Service Representative/Scheduling for a manufacturing company to join our team. In this role, you will communicate with customers to identify their needs, process requests, escalate complaints, and provide helpful solutions that ensure they have a great customer service experience with our company. The ideal candidate is friendly, computer-savvy, and can remain calm under pressure. This is a high-volume role dealing with customers 

Responsibilities 

• Receive a high volume of inbound calls and emails 
• Identify the reason for the customer’s call, collect relevant information, and provide a solution
• Refer to premade scripts for a variety of customer service topics
• Deliver excellent service, requirements often include omni-channel support (being available on phone, email, chat, and social media) and maintaining a centralized CRM so customers don't have to repeat themselves 
• Use best practices in customer service techniques to develop rapport and build relationships with customers
• Document all customer interactions
• Meet personal and team quotas
• Attend trainings to maintain up-to-date skills and knowledge
• Clear, concise, and professional written and verbal communication.
• The capacity to understand customer feelings, remain calm under pressure, and de-escalate stressful situations.
• The ability to think critically, troubleshoot, and reach fair resolutions.
• Familiarity with basic computer software, ticketing systems, and Customer Relationship Management (CRM) tools.
• A thorough understanding of your company's products, services, and policies. (Manufacturing) 

Qualifications

• High school diploma/GED
• Google Docs- Spreadsheet- Google Drive knowledge is required 
• Bilingual Spanish is required 
• 2 years plus is required for this role (Metal Manufacturing) 
• Previous experience as a Customer Service Representative or in a similar role is required 
• Comfortable using computers and customer management software
• Excellent phone and verbal communication skills
• Understanding of active listening techniques
• Ability to work well under pressure is required for this role. 
• Highly organized with the ability to prioritize projects and manage time effectively