Job Description
Job Description
Job Description
#JD-E2EProf
Russell Tobin/Pride Global is currently seeking several Call Center Customer Service Representative s to support a major Residential and Commercial HVAC company.
Work Location: East Syracuse, NY
Pay Rate: $20.00 to $22.00/hourly
Duration: 6 month contract opportunity
Schedule: M-F 8:00AM - 5:00PM or M-F 9:00AM - 6:00PM = 40 hours week
The Customer Care Team Members support our customers via telephone and written communications. Supports distributors seeking after-market replacement components. 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.
Responsibilities:
- Provide outstanding customer support to distributors, including parts selection and ordering, pricing and availability, delivery expediting, dispute resolution, and limited technical assistance.
- Manage all account interactions through inbound phone calls and written communications.
- Deliver superior follow-up with distributors and sales managers to ensure customer satisfaction and first-call resolution.
- Collaborate with Distribution, Service Managers, and Parts Counter personnel to strengthen relationships and ensure a positive customer experience.
- Partner with internal departments to identify and resolve customer issues efficiently.
- Manage multiple reports, combining data from various sources for accurate tracking and reporting.
Minimum Qualifications:
- Working knowledge of CRM and phone tools with Salesforce experience preferred.
- Ability to manage 60–70 calls/cases per day while maintaining a positive, professional demeanor.
- Familiarity with SAP, Salesforce, PIC, and Windchill systems preferred.
- Background in Residential and Commercial HVAC systems and the ability to read basic technical drawings is highly desirable.
- Exceptional customer service, communication, and problem-solving skills.
- Proficiency in Microsoft Office, especially Word and Excel.
- Strong analytical skills, accuracy, and attention to detail.
- Excellent organizational skills with the ability to multitask and manage priorities in a dynamic environment.
- Adaptable and flexible to accommodate changing business needs and seasonal demands.
- Spanish language skills are a plus.
Russell Tobin offers eligible employee’s comprehensive healthcare coverage (medical, dental, and vision plans), supplemental coverage (accident insurance, critical illness insurance and hospital indemnity), 401(k)-retirement savings, life & disability insurance, an employee assistance program, legal support, auto, home insurance, pet insurance and employee discounts with preferred vendors.
Job Tags
Hourly pay, Contract work, Seasonal work, Work at office, Flexible hours,