CSR / Customer Service Rep (Call Center)

CSR / Customer Service Rep (Call Center)

Location: East Syracuse, NY - HYBRID

Job ID: #72317

Pay Range: $18-21.50

After training period is over, it will be hybrid - Wednesdays always on site (unless otherwise advised), Friday remote

• Manage large amounts of incoming calls.

• 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.

• 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 and deliver world-class service.

What the company does:

The company serves all of North America, including Canada. The customer base is end users of the equipment. They are considered 'the factory' and are the manufactures of heating a cooling equipment. They 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 the company for assistance. They will also get dealers looking for their distributor so they can obtain parts or technical support.

Position Details:

• Residential customer complaints are triaged by Tier 1 agents and transferred to the Connected Devices / Remote Access representatives

• Assist with troubleshooting for remote access and connectivity issues, specifically with thermostats

• Provide assistance with mobile app navigation and updates, including login issues, registering new accounts and adding devices

• Assist with questions related to software and app updates or changes

• Dealer referrals-getting a customer connected with a dealer that can provide additional service. Getting Dealers referred to Distributors for assistance

• Provide customers with warranty information

• Product comparison

• Act as a switchboard for the company- we use a database to help us refer customers to the appropriate department

Requirements:

• Microsoft Office proficient

• Type 35-45 words per minute

• Ability to effectively multitask and manage priorities

• Excellent verbal and written communication skills

• Regular and reliable attendance

• Adhere to Carrier best practices and guidelines

Benefits provided: 401K, medical, dental, and vision, sick time as applicable to state law

Butler America Aerospace, LLC. is an equal opportunity employer. Butler evaluates applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information and other legally protected characteristics. The Butler America Aerospace, LLC. EEO Policy Statement and "Know Your Rights" Poster is available here: Applicant and Employee Notices ( .

Butler America Aerospace, LLC. is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please contact the Human Resources Department at [email protected]. #ZR