Customer Service Representative

TAMCO Group is a USA-based manufacturer of electrical and lighting products, including lighting fixtures and controls, lamps, electrical installation products and accessories, motor control and automation, and more. TAMCO is the in-house manufacturer for City Electric Supply.

Our team is seeking a passionate and customer-oriented service representative. A customer service representative, or CSR, will act as a liaison, provide product/services information and resolve any emerging problems that our customer accounts might face with accuracy and efficiency.

The best CSRs are genuinely excited to help customers. They’re patient, empathetic, and passionately communicative. Customer service representatives can put themselves in their customers’ shoes and advocate for them when necessary. Problem-solving comes naturally to customer care specialists and they are confident at troubleshooting and investigating if they don’t have enough information to resolve customer complaints.

The target is to ensure excellent service standards, respond efficiently to customer inquiries, and maintain high customer satisfaction.

Responsibilities:

• Manage large amounts of incoming calls providing direct customer support
• Processes incoming purchase orders and communicates with customers as needed to ensure accuracy and maximize sales
• Properly route and follow up on ETA requests
• Works collaboratively with product specialists to provide access to technical support and ensure customer order fulfillment
• Works collaboratively with Sales team to extend service to the field and maximize upselling and quoting opportunities
• Creates case files for customer service issues, managing cases and closing to the satisfaction of the customer
• Logs all activity in Salesforce
• Trains on specific products and promotions to ensure growth
• Generate sales leads
• 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

Skills

• Proven customer support experience or experience as a client service representative
• Track record of over-achieving quota
• Strong phone contact handling skills and active listening
• Familiarity with CRM systems and practices
• Customer orientation and ability to adapt/respond to different types of characters
• Excellent communication and presentation skills
• Ability to multi-task, prioritize, and manage time effectively
• High school degree

Indicators of Success:

• All orders are processed at the end of each day
• All calls are logged each day
• Improvement in weekly KPI deliverables
• Consistently produce high customer satisfaction ratings

EEO Statement

TAMCO provides equal employment opportunities (EEO) to all employees and candidates for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, or other protected class status. In addition to the federal law requirements, TAMCO complies with applicable state and local laws governing nondiscrimination in employment. TAMCO also makes reasonable accommodations to qualified individuals with disabilities, in accordance with the ADA. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfers, leaves of absence, compensation and training.

Job Type: Full-time

Pay: $16.00 - $17.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Shift:

• 8 hour shift
• Day shift

Experience:

• Customer support: 1 year (Preferred)
• CRM software: 1 year (Preferred)

Ability to Commute:

• Port Saint Lucie, FL 34987 (Required)

Work Location: In person

Salary : $16 - $17