CSR

• Inside Sales Representative works hand-in-hand with outside Account Manager in managing the customer relationship(s).
• Primary execution of customer activities including daily interaction with customers managing inquiries and addressing customer needs with appropriate Company solutions; quantifies and resolves complaints.
• Utilize the company’s tools and processes including product configuration tools, order entry and business systems.
• Provide initial point of contact [phone, fax, email, web, or chat modes] for customers (internal and external).
• Enter customer data into the order management systems, utilize pricing spreadsheets, monitor customer agreements, and employ quality resolution tools.
• Use greater judgment and initiative to either resolve issues or escalate them to the appropriate Systems Services or the company’s entity.
• Provide additional backup and support to others in team to support Inside Sales functions.
• Complete key administrative tasks and projects by working independently with little supervision within the Instructions and guidelines.

Work Experience

• Minimum 2-4 years of experience in the Customer Support or HelpDesk Field
• Excellent telephone and communications skills (written and oral) required.
• Team environment skills, ability to multi-task; recognize and generate sales leads from inbound calls, and effectiveness in handling multiple phone lines and electronic messaging required.
• Customer oriented personality as well as professional attitude desirable.
• High level of expertise with the MS Office suite, Internet Explorer, web navigation, and various other software tools is also required.
• Perform additional duties as directed.

PREFERRED QUALIFICATIONS

• Bachelor’s Degree in a sales-oriented discipline is preferred; Business, Marketing, Engineering or related fields will also be considered.
• Previous experience working in with Industrial clients, Utilities, and/or related industries.
• General knowledge of power transmission & distribution products/systems preferred.
• Previous experience with business-to-business (B2B) customer support preferred.
• Knowledge and skill in utilization of computer databases, applications, & systems.

Interpersonal Skills

Action oriented; Manage projects; Problem Solving; Professional attitude; Relationships; Teamwork; Technical orientation; Attention to detail; Commitment to excellence; Communicate effectively; Customer orientation; Flexibility and self-learning; Information handling

Key Measurements for this Position

• Able to efficiently and effectively process a moderate volume of customer service requests [multi-media 50-100 transactions /day]
• Punctuality plus adherence to schedules (includes attendance), responsive and proactive behaviour
• Demonstrate responsibility and ownership for customer issues
• Courtesy and professionalism; working effectively with CSC peers.

Future Expectations/Professional Career Path

• Achieve greater level of independence and responsibility; especially with respect to procedure ownership and product overview expert.
• Inclusive of identification and participation in Service integration projects.
• Able to train new CSA's and document procedures.
• Take on special project work in addition to normal customer service activities.
• Initial assignment may be renewed with possibility of permanent placement.

Challenges Facing this Position

• Working in an open team environment; handling a high volume of customer requests and multiplexing tasks/activities
• Sometimes dealing with irate customers (includes the Company’s Affiliates)
• Utilizing information from multiple resources in order to complete business transactions.
• The challenge is to maintain composure and a positive, friendly attitude while helping to meet the needs of our customers, balanced with the annual business objectives and order management standards.

• All your information will be kept confidential according to EEO guidelines.
• IF THIS IS THE JOB OPPORTUNITY FOR YOU GIVE ME A CALL AT 646-618-8925 ASAP! I want to know more about your preferences.
• If in case you know someone who might be interested for this, feel free to pass it along. I look forward to hearing from you!