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Call Center Representative - East Syracuse, United States - US Tech Solutions
Description
Schedule is Monday to Friday, 8am - 5pm
Description:
Manage large amounts of incoming calls Generate sales leads Identify and assess customer's 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/customer service 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
Summary:
We 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.
We are considered 'the factory' and are the manufactures of heating a cooling equipment. We then sell the equipment to a distributor who sells to a dealer or contractor.
The dealer or contractor installs it in the customer's home. Instead of the homeowner reaching out directly to the dealer they will call Carrier for assistance.
We will also get dealers looking for their distributor so they can obtain parts or technical support.
What we help them with:
• Dealer referrals—getting a customer connected with a dealer that can provide sales or service we will warm transfer to a dealer
• Our number one goal is to get the homeowner connected with the dealer
• Provide customers with warranty information
• Product comparison
• Dealer referrals to distributors
• Act as a switchboard for the company- we use a database to help us refer customers to the appropriate department
• Customer complaints are triaged by Tier 1 and transferred to the Tier 2 representatives
• Agents are also responsible for triage of remote access or wifi capable products such as thermostats. Identify
Requirements:
• Microsoft Office proficient
• Type 35-45 words per minute
• Excellent verbal and written communication skills
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, colour, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
