Customer Service Representative

Generac; New York (NY); On-site; GBP 23,000 - 29,000; Full time

Benefits offered by this job

Bilingual Spanish is a perk

Job summary

Generac is seeking a Customer Service Representative to uphold our Customer First promise. You will be the frontline contact, using internal resources to provide accurate information and resolve issues across channels. The role requires 1 year of customer service experience and a 10:00am to 7:00pm work schedule.

You will document interactions in real time and coordinate with internal teams to ensure final resolution. Strong communication, empathy, and problem-solving skills are essential.

Qualifications

• High School Diploma or GED is required.
• 1 year of customer service experience is required.

Responsibilities

• Document all customer interactions in real time.
• Correspond with customers via email, phone, text or chat.
• Maintain contact center metrics including CSAT and productivity.
• Respond to inquiries and resolve issues; escalate when needed.
• Assist with documentation or connect with appropriate department.
• Proactively seek answers using available tools.
• Escalate complex inquiries to specialized teams as needed.
• Maintain Outlook inbox, calendar, and tasks.
• Flexible to work overtime and perform data entry.

Skills

Results oriented

Empathy

Communication

Independent initiative

Analytical thinking

De-escalation

Coachable

Receptiveness

Responsibility

Forward thinking

Education

High School Diploma or GED

Tools

Microsoft Office Suite

Outlook

Teams

Calendar

Job description

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

Education

High School Diploma or GED

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

• 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.