Call Center Representative

Customer Service RepresentativeWe 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 distributorsProvide customers with order information, assistanceProduct support: Parts and EquipmentTransactional: Orders, Claims and InvoicingAct as a switchboard for the company- we use a database to help us refer customers to the appropriate departmentCustomer inquiries are triaged by Tier 1 and transferred to the Tier 2 representativesAgents 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 emailsRoute calls to appropriate resourcesDocument all call information according to standard operating proceduresEntering accurate ordering information into a company system.Comfortable working in fast-paced environmentsStrong time management and organizational skillsProficiency in Microsoft Office Products (Excel, Word)Familiarity with SAP and Call Center, and Sales Force a plusThe 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/recommendationsStrong verbal, written and inter-personal communication skillsProficiency in MS Office toolsHigh 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 skillsHighly 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 requiredAgents must type 60+ WPMExcellent customer service skillsStrong written and oral communication skillsExperience in Microsoft OfficePreferred 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. IND01 #ZR US Tech Solutions