Description

The Call Center Representative serves as the initial point of contact for all incoming calls, emails and web chat inquiries for Coburn Technologies. The call center receives, responds to, and resolves all customer inquiries regarding service-related matters, sales questions, and all general business related inquires. The ideal candidate is highly customer focused, passionate about providing customers with exceptional service on every call, actively listens and shows customers empathy to their issues, delivers resolutions and is an exceptional communicator, delivering an exceptional customer experience on every interaction. The role reports to the Call Center and Technical Support Manager, and regularly collaborates with all departments within the organization, including Sales, Finance, Operations, Engineering, and external customers.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Takes all incoming customer calls promptly, is professional and courteous at all times.
• Executes the service plan for the organization by providing an exceptional customer experience.
• Obtains, evaluates, and researches all relevant information to handle each customer inquiry appropriately.
• Utilizes ERP system and other available resources to provide customer relevant information, and to properly record customer information, and documentation of call.
• Identifies and escalates priority issues to the appropriate staff resources.
• Supports Coburn’s ongoing mission of providing exceptional customer service and continuous improvement efforts.
• Collaborates across multiple departments to document and continually improve service work processes.
• Follows up with customer with return calls, surveys when necessary.
• Completes call logs and reports as required.

Requirements

• HS Diploma or equivalent.
• Ability to convey complex information in a clear, concise, and professional manner to ensure customer understanding and satisfaction.
• Ability to navigate multiple applications/ screens and research solutions utilizing computer system and platforms.
• Exceptional interpersonal skills, especially in verbal and written communication.
• Effective problem-solving and conflict resolution skills.
• High attention to details and accuracy.
• Proficiency in data entry.
• Experience in Manufacturing, highly desirable.
• Spanish or other foreign language skills highly preferred.

This is an onsite position, based out of our South Windsor, CT location. This position is hourly, non-exempt.