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 dont 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 companys 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