Customer Service Agent

Otodata; Canonsburg (Washington County); On-site; USD 35,000 - 45,000; Full time

Job summary

A leading customer service firm located in Washington County seeks a Customer Service Agent for Sales Support. The role involves responding to customer inquiries, managing orders, and providing training. Candidates must have at least 5 years of experience and a high school diploma. Proficiency in Microsoft Office is essential; Spanish is a plus. This position requires excellent communication skills and a strong sense of customer satisfaction, within a fast-paced environment.

Qualifications

• 5 years of relevant experience required.
• Proficiency in Microsoft Office Suite essential.
• Spanish is a linguistic asset.

Responsibilities

• Respond to customer inquiries via email and phone.
• Process orders and follow up on existing ones.
• Provide online training for portal use.
• Manage customer complaints and ensure satisfaction.
• Support sales representatives across different regions.

Skills

Excellent written and verbal communication skills

Ability to manage multiple tasks simultaneously

Strong sense of customer service

Time management and organizational skills

Knowledge of customer relationship management (CRM) software

Positive and proactive attitude

Flexibility and adaptability to change

Autonomy and initiative

Rigour and concern for excellence

Comfortable in a fast-paced working environment

Education

High School Diploma

5 years of relevant experience

Tools

Microsoft Office Suite

Job description

The Customer Service Agent, Sales Support is responsible for assisting customers and handling complaints in an efficient and professional manner, in the greatest compliance with the standards defined in terms of quality of service and productivity.

KEY RESPONSIBILITIES

Responses to customer requests:

• Respond to written and verbal inquiries about the products offered, taking into account the needs of the customers.

Order Management:

• Receive and process customer inquiries (85% emails and 15% phone).
• Entry of bids and opportunities.
• Follow up on existing orders.

Communication and support:

• Facilitate communications between customers, sales representatives, technicians and customer service representatives.
• Assist customers by advising them on products and offering quality after-sales support.

Training and technical support:

• Provide online training to customers for optimized use of the portal.
• Offer support in case of difficulties in using the Nee-Vo mobile application.
• Ensure customer satisfaction.
• Manage and follow up on customer complaints.
• Maintain response times to written requests within 48 hours as much as possible.

Internal Support:

• Offer support and assistance to the sales representatives of the different regions covered.
• All other related tasks.

COMPETENCY PROFILES AND REQUIRED QUALIFICATIONS

Education/ Experience/ Certification

• High School Diploma
• 5 years of relevant experience
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook).

Knowledge

• Spanish is a linguistic asset
• Knowledge of the propane energy, fuels and lubricants industry - telemetry (asset).

Required Skills and Abilities

• Excellent written and verbal communication skills.
• Ability to manage multiple tasks simultaneously.
• Strong sense of customer service and customer satisfaction.
• Time management and organizational skills.
• Knowledge of customer relationship management (CRM) software.
• Ability to work in a team.
• Positive and proactive attitude.
• Flexibility and adaptability to change.
• Autonomy, initiative and a high sense of responsibility;
• Rigour, concern for excellence and meticulousness;
• Comfortable in a fast-paced, fast-paced work environment.