Customer Service Representative

Primary Purpose The Customer Service Representative is a key contributor in delivering Generac’s “Customer First” promise. Being a Customer Experience Representative requires understanding of internal departments and key personnel to provide customers with a direct point of contact or resolve directly. This role is responsible for providing excellent customer care by using knowledge of resources to provide accurate information, answer questions and ensure final resolution. Work Hours: 10:00am to 7:00pm Major Responsibilities Customer satisfaction Receives and documents all customer interactions in real time Corresponds to customer interactions via email, phone, text or chat Maintains contact center metrics including customer satisfaction, productivity and adherence Responds to and resolves customer inquiries and issues Assists customers with documentation or connecting with the department or personnel that can provide. Seeks out answers to customer questions utilizing tools available. Escalates more complex inquiries or complaints appropriately to specialized teams Maintain Outlook email inbox, calendar, and tasks regularly Other duties as assigned and the following: Flexible to work overtime hours to meet customer & business need Data entry Education High School Diploma or GED Work Experience 1 year experience in a customer service role Knowledge / Skills / Abilities Results Oriented: Achieves successful outcomes Supportive: Provides encouragement to peers Disciplined: Ability to reliably adhere to policy and process Forward thinking: Continuous Improvement mindset Ability to de-escalate: Conflict resolution skill set Coachable: Open to learning and development Responsibility: Accountability for honest and ethical conduct Receptiveness: Open to receive information and its potential value Empathy: The ability to express other experiences Independent Initiative: Ability to think for themselves and act when necessary Analytical Thinking: Ability to identify problems and solution Communication: Excellent verbal and written communication skills Preferred Job Requirements Contact Center experience Experience handling a high volume of inbound calls Office Platform: Basic use of Microsoft Office Suite including teams, outlook, calendar Bilingual Spanish is a perk Physical Requirements and Working Conditions While performing the duties of this job, the employee is regularly required to talk and hear; and use hands to manipulate objects or controls. The employee is regularly required to stand and walk. On occasion, the incumbent may be required to stoop, bend, or reach above the shoulders. The employee must occasionally lift up to 25 pounds. Specific conditions of this job are typical of frequent and continuous computer-based work requiring periods of sitting, close vision, and the ability to adjust focus. Occasional travel. This position requires the ability to be able to get around the Metro NYC area predominantly with mass transit means, and be available as a value-added contributor in a host of challenging environments typical of inner-city projects, including exposure to various urban elements. #J-18808-Ljbffr Generac