Customer Service Representative

Energy Systems Consolidated LLC; Delaware; On-site; USD 36,000 - 48,000; Full time

Job summary

Generac Power Systems Inc. in the United States seeks a Customer Service Representative to deliver Generac’s “Customer First” promise. You will handle customer inquiries via phone, email, text or chat and document interactions in real time, ensuring accurate information and timely resolutions.

The role requires strong communication, empathy, and problem-solving skills. Work hours are 10:00am to 7:00pm, with overtime as needed to meet customer and business needs.

Qualifications

• Results oriented and goal-driven.
• Excellent verbal and written communication.
• Strong problem-solving and analytical thinking.

Responsibilities

• Receives and documents all customer interactions in real time.
• Corresponds to customer interactions via email, phone, text or chat.
• Maintains contact center metrics including customer satisfaction, productivity and adherence.
• Responds to and resolves customer inquiries and issues.
• Escalates complex inquiries to specialized teams as needed.
• Oversees data entry and calendar/email tasks.
• Flexible to work overtime hours to meet customer and business needs.

Skills

Results Oriented

Empathy

Communication

Analytical Thinking

Ability to de-escalate

Independent Initiative

Coachable

Responsibility

Education

High School Diploma or GED

Tools

Microsoft Office Suite

Job description

We believe power is a promise - a shared commitment to be there for others when it matters most. For more than 65 years, we've turned big ideas into solutions that help protect homes, strengthen businesses and build a more resilient, efficient, sustainable energy future. Ready to Power a Smarter World with us?

Primary Purpose The Customer Service Representative is a key contributor in delivering Generac’s “Customer First” promise. Being a Customer Experience Representative requires understanding of internal departments and key personnel to provide customers with a direct point of contact or resolve directly. This role is responsible for providing excellent customer care by using knowledge of resources to provide accurate information, answer questions and ensure final resolution.

Work Hours: 10:00am to 7:00pm

Major Responsibilities

• Customer satisfaction
• Receives and documents all customer interactions in real time
• Corresponds to customer interactions via email, phone, text or chat
• Maintains contact center metrics including customer satisfaction, productivity and adherence
• Responds to and resolves customer inquiries and issues
• Assists customers with documentation or connecting with the department or personnel that can provide.
• Seeks out answers to customer questions utilizing tools available.
• Escalates more complex inquiries or complaints appropriately to specialized teams
• Maintain Outlook email inbox, calendar, and tasks regularly
• Other duties as assigned and the following: Flexible to work overtime hours to meet customer & business need
• Data entry

Minimum Job Requirements

• Education
• High School Diploma or GED
• Certification / License
• Work Experience
• 1 year experience in a customer service role

Knowledge / Skills / Abilities

• Results Oriented: Achieves successful outcomes
• Supportive: Provides encouragement to peers
• Disciplined: Ability to reliably adhere to policy and process
• Forward thinking: Continuous Improvement mindset
• Ability to de-escalate: Conflict resolution skill set
• Coachable: Open to learning and development
• Responsibility: Accountability for honest and ethical conduct
• Receptiveness: Open to receive information and its potential value
• Empathy: The ability to express other experiences
• Independent Initiative: Ability to think for themselves and act when necessary
• Analytical Thinking: Ability to identify problems and solution
• Communication: Excellent verbal and written communication skills

Preferred Job Requirements

• Education
• Certification / License
• Work Experience
• Contact Center experience
• Experience handling a high volume of inbound calls
• Office Platform: Basic use of Microsoft Office Suite including teams, outlook, calendar
• Bilingual Spanish is a perk

Physical Requirements and Working Conditions

While performing the duties of this job, the employee is regularly required to talk and hear; and use hands to manipulate objects or controls. The employee is regularly required to stand and walk. On occasion, the incumbent may be required to stoop, bend, or reach above the shoulders. The employee must occasionally lift up to 25 pounds. Specific conditions of this job are typical of frequent and continuous computer-based work requiring periods of sitting, close vision, and the ability to adjust focus. Occasional travel. This position requires the ability to be able to get around the Metro NYC area predominantly with mass transit means, and be available as a value-added contributor in a host of challenging environments typical of inner-city projects, including exposure to various urban elements.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, disability status, protected veteran status, or any other characteristic protected by law.

We believe power is a promise - a shared commitment to be there for others when it matters most. For more than 65 years, we've turned big ideas into solutions that help protect homes, strengthen businesses and build a more resilient, efficient, sustainable energy future. Ready to Power a Smarter World with us?

As one of the leaders and largest suppliers of power generation equipment and technology, the work we do touches millions of lives. Employees at Generac are encouraged to be innovative and are valued as an integral part of our global team. Our challenging goals develop knowledgeable employees dedicated to helping continue Generac’s success. Generac provides individuals the opportunity to work in a fast-paced agile work environment where their work makes a difference in people’s lives and their own.