Job Title: Call Center Representative
Location: East Syracuse, NY 13057 (ON SITE)
Pay Range: $19 – 20/Hr. On W2 (Depending on Experience/Interview)
Duration: Contract Role (Possible Extension or Temp to Hire for Right Candidate)
Work Schedule: Mon- Fri 8:00 AM – 5:00 PM
Job Description:
$19/hr pay rate ($20 pay rate for bilingual in Spanish)
Manage large amounts of incoming calls Generate sales leads 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
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
Who we are and what we do:
Our customer base is end users 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 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 Wi-Fi capable products such as thermostats. Identify
Requirements:
6+ months experience handling inbound calls in a call center environment
Microsoft Office proficient
Type 35-45 words per minute
Excellent verbal and written communication skills
“Russell Tobin offers eligible employees comprehensive healthcare coverage (medical, dental, and vision plans), supplemental coverage (accident insurance, critical illness insurance and hospital indemnity), a 401(k)-retirement savings, life & disability insurance, an employee assistance program, identity theft protection, legal support, auto and home insurance, pet insurance, and employee discounts with some preferred vendors.”