Customer Service Representative

Elias Industries, Inc.; Pittsburgh (Allegheny County); On-site; USD 25,000 - 28,000; Part time

Job summary

Elias Industries, a family-owned company with a long-standing presence near Pittsburgh, seeks a Customer Experience & Engagement professional. This in-office, hourly role covers 20-30 hours per week, with flexibility to handle vacations and days off.

Expect 4-5 hours daily, with 8 hours on occasions when coverage is required during time off. You will manage orders, quotes, calls, RMAs, tracking, and live chat interactions to ensure a high-quality, customer-centric experience while collaborating

Qualifications

• 2+ years in a customer service role.
• Innate drive to improve customer experience.
• Excellent communication and presentation skills, written and verbal, to all levels of an organization.
• Should be comfortable working in a KPI/target-oriented environment and ability to work in a team.
• Foster a positive and inclusive work environment that encourages teamwork, motivation and professional growth.

Responsibilities

• Entering Sales Orders
• Entering Quotes
• Phone Calls
• RMA’s
• Status of Orders
• Mis-ship’s / Lost Packages / Shortages
• Providing tracking information
• Answers chats on Sales IQ
• Adding customers to the portal
• Engage with customers through live chat, Sales IQ, Chat Bot
• Keeping an organized yet satisfying experience for all customers
• Work cross functionally on special and ad hoc projects as requested

Skills

Customer service experience

Communication skills

Teamwork

KPI mindset

Education

High school diploma or equivalent

Job description

Elias Industries: https://www.linkedin.com/company/6153558

Elias Industries is a growing, family-owned company founded in 1954 by Joseph Elias. Elias Industries continues to transform the service industry by creating value with our portfolio of brands and a strong focus on customer satisfaction, quality and speed to market from wholesale to end consumer. Elias Industries core brand Tapco® is an OEM distributor of over 90 brands for the plumbing industry that focuses on wholesale, while our newest brand AMI supports our non-OEM business with focus on independent plumbers and small businesses. We are a workplace that recognizes the importance of flexibility while valuing in‑person collaboration and relationship building. We prioritize building a collaborative and supportive work atmosphere, where every member feels valued and connected and committed to supporting the health and safety of our employees and properties. We are conveniently located outside of Pittsburgh, Pennsylvania with a satellite office in Marietta, Georgia.

About The Role

Customer Experience & Engagement Position

In this role you are responsible for all aspects of the customer experience. You will drive customer engagement and support, enhance service quality and maintain a customer-centric culture.

This is an in‑person, hourly position. This role is expected to work 20-30 hours per week. It is critical to have some flexibility as this role covers vacations and days off. We anticipate a routine 4-5 hours per day for the most part but need an 8-hour coverage when time off is taken.

The work schedule is flexible at up to 30 hours per week as long as we have coverage within our business hours.

Responsibilities & Duties

• Entering Sales Orders
• Entering Quotes
• Phone Calls
• RMA’s
• Status of Orders
• Mis-ship’s / Lost Packages / Shortages
• Providing tracking information
• Answers chats on Sales IQ
• Adding customers to the portal
• Engage with customers through live chat, Sales IQ, Chat Bot
• Keeping an organized yet satisfying experience for all customers
• Work cross functionally on special and ad hoc projects as requested

Experience Required

• 2+ years in a customer service role
• Innate drive to improve customer experience
• Excellent communication and presentation skills, written and verbal, to all levels of an organizatio
• Should be comfortable working in a KPI/target-oriented environment and ability to work in a team
• Foster a positive and inclusive work environment that encourages teamwork, motivation and professional growth
• High school diploma, alternative experience or bachelor’s degree preferred

Details

• Hours worked: 20-30
• Pay Rate: $18- $20 Depending on experience
• Location: Pittsburgh, PA – Harmarville
• Position: In office, On-site, Part-time