Job description

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 client Excellence Activities • Ability to manage multiple reports and combine data from various sources Educational Requirements: HS Diploma/GED 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. • The standard working schedule is between 8:00 am 6:00 pm, Monday through Friday. Shift to be determined at time of offer. • No travel required • Spanish language skills are a plus. 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 www.ustechsolutions.com. 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. Skills: Analysis Skills, Call Centers, Communication Skills, Customer Experience, Customer Relationship Management (CRM) Systems, Customer Satisfaction, Customer Support/Service, Detail Oriented, Distribution Channel, Distribution Services, Establish Priorities, HVAC, Metrics, Microsoft Excel, Microsoft Office, Microsoft Word, Multitasking, Order Picking/Packing, Organizational Skills, Parts Sales, Presentation/Verbal Skills, Pricing, Problem Solving Skills, SAP, Sales Management, Salesforce.com, Spanish Language, Technical Drawing, Technical Support, Windchill PLM Software, Writing Skills About the Company: US Tech Solutions, Inc. US Tech Solutions is a global firm supplying IT services, on-demand talent sourcing and workforce management solutions. A certified Minority Business Employer, we are a partner to over 85 of the Fortune 500® across industries, delivering successful talent acquisition and governance programs since 2000. A global footprint, supplemented by local offices, means we’re small enough to care with the strength to deliver. We have a growing community of 9,000+ people on assignment and an active database of 23 million candidates. Partnering with USTECH SOLUTIONS brings on-demand talent within reach. With a client retention rate of 97%, US Tech Solutions has demonstrated the ability to consistently provide exceptional service. As a minority-owned business we’re proud to promote the values and rewards of diversity and inclusion. Diversity is a key component of our corporate culture, as evidenced by the fact that both our leadership team and broader workforce are highly diverse. We pride ourselves in our ability to attract and retain a diverse workforce that is a reflection of the needs of our clients and of the marketplace at large. Company Size: 2,500 to 4,999 employees Industry: Staffing/Employment Agencies Founded: 2000 Website: https://ustechsolutions.com/

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