Position Title: Customer Support Representative

DESCRIPTION

Our Call Center Customer Support Representatives help set the standard to what has made MC Machinery Systems successful for over 40 years. We strive to exceed customer expectations on each opportunity. By communicating clearly and concisely, the CSR will field incoming calls from customers and accurately relay them to level two support technicians or research and follow up appropriately. Working in a fast-paced environment, the CSR will work closely with other departments to expedite customer inquiries and utilize proper resources to complete customer transactions.

ESSENTIAL RESPONSIBILITIES

• Take in an average of 40-60 calls per day.
• Complete related paperwork per transaction requirements.
• Set up calls to technicians within system.
• Work with other departments to resolve issues.
• Follow up with customers for shipping and invoicing.
• Other duties as assigned

KNOWLEDGE, SKILLS AND ABILITIES

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Ability to respond and resolve customer issues and inquiries in a timely manner
• Analyze problems and develop solutions
• Strong attention to detail
• Calm and inviting phone presence to de-escalate customer issues
• Coordinate interoffice communication with customers
• Ability to communicate at all levels of organization

EDUCATION AND EXPERIENCE

• 2 years Associates degree minimum preferred
• 3 Years’ experience in customer service ideal
• Call Center experience a plus
• Previous experience using Microsoft Dynamics AX ERP a plus
• Experience using Microsoft Office products

WORKING CONDITIONS

Job operates mainly indoors and is exposed to generally consistent conditions, such as regulated air conditioning and heating. This job also works near a machinery showroom, which may generate some noises such as objects hitting the floor and creating a sound, forklift movement and occasional other short term noises.

PHYSICAL REQUIREMENTS

This job requires prolonged periods of sitting at a desk and working on a computer. Repetitive use of the hands and typing are required. Requires frequent lifting of 1-10 pounds and occasional 11-25 pounds with infrequent lifting of 25 or more. Must be able to access and navigate each department at the organization’s facilities.

EEO STATEMENT

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.