Job Description

Russell Tobin & Associates is currently seeking a Customer Service Representative , 6+ Months Contract role for one of our Fortune 500 clients, for East Syracuse, NY (Hybrid) . Apply today for immediate consideration.

Position: Customer Service Representative

Location: East Syracuse, NY (Hybrid)

Pay rate: $19.00-21.00/hr on w2

Duration: 24 months with possible extension

Job Summary:

• Leads a project team or multiple smaller project teams in pre-delivery and after-sale support to customers which may include product ordering, availability and delivery.
• 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.
• 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

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.

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