Description:

We are seeking a dynamic and high-energy Tier 1 Customer Service Representative to join our team. you will manage large amounts of incoming calls and provide exceptional support to our customers across North America, including Canada. Our customer base consists of distributors of our equipment, and your role will be crucial in maintaining and enhancing these relationships.

Key Responsibilities:

• Manage large amounts of incoming calls

• Generate sales leads

• Identify and assess customers' needs to achieve satisfaction

• Build sustainable relationships and trust with customer accounts through open and interactive communication

• Provide accurate, valid, and complete information by using the right methods/tools

• Meet personal and team sales targets and call handling quotas

• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution

• Keep records of customer interactions, process customer accounts, and file documents

• Follow communication procedures, guidelines, and policies

• Take the extra mile to engage customers

Job Specific Requirements:

• Answer incoming calls and respond to customer emails

• Route calls to appropriate resources

• Document all call information according to standard operating procedures

• Enter accurate ordering information into a company system

• Provide customers with order information and assistance

• Support product inquiries: Parts and Equipment

• Handle transactional tasks: Orders, Claims, and Invoicing

• Act as a switchboard for the company using a database to refer customers to the appropriate department

• Triage and assist internal customer requests, identifying if a customer need can be met or requires transfer to Tier 2

Qualifications:

• High School Diploma/GED

• Proficiency in Microsoft Office Products (Excel, Word)

• Familiarity with SAP and Salesforce is a plus

• Ability to analyze unlike information and draw conclusions/recommendations

• Strong verbal, written, and interpersonal communication skills

• High degree of self-motivation to address and improve business needs

• Sense of urgency, self-initiative, commitment, and ownership

• Superior follow-up and follow-through skills

• Highly organized and flexible with the ability to prioritize individual time while balancing customer demands and company objectives

• Typing speed of 60+ WPM

• Excellent customer service skills

Schedule:

• Regular hours: Monday-Friday 8:00 AM - 4:30 PM

• Required to work 2-3 Saturdays and Sundays each month

• Mandatory overtime when required

Benefits:

• Comprehensive training program

• Opportunity to work in a dynamic and supportive environment

• Competitive compensation and benefits

Apply Today:

If you are ready to take on a challenging and rewarding role as a Tier 1 Customer Service Representative, we encourage you to apply. Join our team and contribute to our commitment to excellence in customer service.

Pay Details: $17.00 per hour

Benefit offerings available for our associates include medical, dental, vision, life insurance, short-term disability, additional voluntary benefits, EAP program, commuter benefits and a 401K plan. Our benefit offerings provide employees the flexibility to choose the type of coverage that meets their individual needs. In addition, our associates may be eligible for paid leave including Paid Sick Leave or any other paid leave required by Federal, State, or local law, as well as Holiday pay where applicable.

Equal Opportunity Employer/Veterans/Disabled

To read our Candidate Privacy Information Statement, which explains how we will use your information, please navigate to https://www.pdstech.com/candidate-privacy

The Company will consider qualified applicants with arrest and conviction records subject to federal contractor requirements and/or security clearance requirements.