Job Overview
Compensation
Type:
Hourly
Rate:
Range $16.00 - $22.00
Benefits
Health Insurance
Paid Time Off
Professional development opportunities
potential for permanent employment
collaborative work environment
employee recognition programs
Employee Assistance Programs
Job Description
The company seeking to fill the position of Customer Service Representative is located in East Providence, Rhode Island, a region known for its active industrial and commercial sectors. The organization operates in a setting that supports manufacturing, installation, maintenance, and repair services, showcasing its commitment to quality and customer satisfaction in these fields. It offers a temporary to hire employment opportunity, spanning three months initially, with the potential for permanent placement based on performance. The daily work shift is scheduled from 7:00 AM to 3:30 PM, presenting a structured but engaging workday that aligns with business operations and customer needs.Show More
Job Requirements
- High School Diploma or GED required
- Minimum of 3 years customer service experience
- Experience in a manufacturing or installation/maintenance/repair environment preferred
- Proficient with ERP systems
- Ability to handle multiple communication channels including tickets, phone calls, and messaging platforms
- Strong organizational skills
- Ability to manage billing concerns and credit memos within ERP
- Excellent problem-solving skills
- Ability to maintain accurate records and documentation
- Flexibility to work the 7:00 AM to 3:30 PM shift
Job Qualifications
- High School Diploma or GED required
- Associate's Degree in Business or related field preferred
- 3+ years of previous customer service experience, preferably in a manufacturing and/or installation/maintenance/repair environment
- Ticketing system experience, a plus
- ERP experience, a plus, including quoting, order entry, and returns
- Effective communication skills
- Strong problem-solving abilities
- Ability to work collaboratively in a team environment
Job Duties
- Answer incoming customer service tickets, phone calls, and Teams messages, courteously and consistently using established guidelines
- Respond full circle to requests from customers, sales reps, and service reps
- Collaborate with other departments to resolve customer issues and align with customers' needs and requests
- Maintain appropriate records and documentation in our ERP System
- Act as an Account advocate by managing and overseeing inquiries that require concierge handling
- Communicate proactively with customers to keep them aware of updates, changes, delays, and other information deemed important to them
- Investigate and resolve billing concerns by tracing shipments, researching price differences, and entering credit memos for approval, quoting special parts prices, and following up on credit hold orders in our ERP
- Provide problem-solving and continuous improvement by removing barriers that impact product quality, support, or on-time delivery, and customer satisfaction
- Efficiently enter orders and address inquiries by leveraging the resources within the business, and following the standardized processes implemented
- Complete and review customer-specific reports for accuracy and integrity
- Recommend ideas which enhance the overall customer experience
Job Location
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