What are the responsibilities and job description for the Customer Service Representative position at Mazzella Companies?
The Customer Service Representative is the primary internal customer facing representative of the Cleveland Lifting Center. Perform various customer activities including answering incoming calls and web requests for products and services, direct calls to specialists, service technicians, prepare quotes, sales orders, counter sales and duties as needed.
1. Answer incoming phone calls, counter sales, and manage daily electronic requests.
2. Execute expectations by providing superior customer service to increase customer attraction and retention.
3. Offer a timely response to requests for price quotes, order inquiries, adjustments, returns, and cancellations.
4. Nurture customer relationships to ensure proper support.
5. Utilize our customer relationship management (CRM) system to maintain complete call records, and valid customer/account information, to support increased product sales goals.
6. Coordinate delivery times with production to achieve customer satisfaction if normal lead times are not adequate.
7. Collect market data to create and analyze reports resulting in gross margin management
8. Relate to diverse customers in an inclusive manner.
9. Assist Service Supervisor with planning and scheduling work when required
10. Interact with technicians, Service Supervisor, Service Manager, vendors and customers to construct the proper repair quotes
11. Provide the required support to the service technicians in the field regarding parts and component identification
12. Follow up on active repair quotes on a regular basis and document the progress
13. Other duties as assigned
Education:
A high school diploma or GED preferred, technical school or military experience a plus
Experience & Skills:
- At least 2 years’ experience in customer service or related customer facing position strongly preferred
- Experience with CRM and case management systems preferred
- Requires solid written and verbal communication skills
- Overall PC literacy (Microsoft Office 10) are required
- Must be detail oriented, self-motivated and disciplined with the ability to handle multiple tasks
- Must successfully complete a criminal background check, drug screen and E-verify
- Team-Oriented Environment: Experience the power of collaboration and support from colleagues who genuinely care about your success.
- Work-Life Balance: Enjoy a real balance between your professional and personal life, ensuring fulfillment both at work and at home.
- Growth and Development: Embark on a lifelong learning journey with tailored development opportunities and a clear career path.
- Humble, Hungry, Smart Culture: Embrace our core values of humility, hunger for excellence, and smart decision-making, creating a culture of respect and innovation.
- Market-Competitive Salaries: Receive compensation that recognizes your contributions and reflects our commitment to fair and competitive pay.
- Comprehensive Benefits: Access a wide range of benefits, including paid time off, affordable health insurance, dental, vision, 401(k) with company match, life insurance, and disability insurance.
- Free Virtual Doctor Visits: Take advantage of our Teledoc service for virtual doctor visits with $0 copay, prioritizing your health and convenience.
- Tuition Reimbursement: Invest in your future with our tuition reimbursement program, supporting your continued education and personal growth.
- Be Safe – personal commitment to all stakeholder’s well-being; purposeful control of risk
- Be a Lifelong Learner – routinely acquire new skills and capabilities that bring value
- Be Humble – lack excessive ego or concerns about status. Emphasize the Team over self
- Be Hungry – always looking for more, self-motivated, and diligent. Do more than to just get by, committed
- Be Smart – common sense about people, good judgement, and intuition around their impact on group dynamics
