Account Representative - ENT

Job Title: Account Representative

Job Duration: 06+ month

Est. Pay Range: $20- $22/hr (USD)

Work Type Onsite

Description:

Provides strategic directions for pre-delivery and after-sale support to customers which may include product ordering, availability and delivery.

GENERAL RESPONSIBILITIES:

We seek a motivated, process-oriented individual in our Customer Care Center to support our customers via telephone and written communications. Our channel includes distributors seeking after-market replacement components. Our Call Center is a high-volume, fast-paced, and metric driven call-center team atmosphere with a high emphasis on customer satisfaction and first call resolution.

Specific Responsibilities for this position include:

• Provide exceptional customer support to the distributor (including parts selection and

ordering, pricing and availability, expediting delivery, dispute resolution, and limited

technical support)

• Provide superior follow-up to distributors and sales managers

• Manage all account interactions via inbound phone

• Communicate with Distribution, including Service Managers and Parts counter personnel

via telephone, and Cases to build strong business relationships; ensure a

positive customer experience.

• Collaborate with internal departments to resolve customer opportunities

• Actively participate in departmental Carrier Excellence Activities

• Ability to manage multiple reports and combine data from various sources

Key Qualifications:

• Working knowledge of call center tools such as CRM (Customer Relationship

Management software) and phone tools (Salesforce experience preferred)

• Ability to handle between 60-70 phone calls/cases per day while maintaining a

positive/responsive attitude with the customer

• Working knowledge of SAP, Salesforce, PIC, and Windchill systems is desired.

• A background in Residential and Commercial HVAC applications, products, and

systems, and the ability to read basic technical drawings is desired.

• Excellent customer service skills

• Strong written and oral communication skills

• Proficient in MS Office (specifically Word and Excel)

• Strong analytical skills, accuracy, and attention to detail

• Sense of urgency; strong organizational skills, and ability to handle multiple tasks at one time

• Creative problem-solving skills

• Self-starter and well organized, able to multi-task and prioritize work

• Adaptability and flexibility to seasonality and changing business demands are critical.

• No travel required

• Spanish language skills are a plus.