Customer Service Representative – Post Sales , COOPER LIGHTING SOLUTIONS

Signify; City of Syracuse (NY); On-site; USD 47,000 - 68,000; Full time

Benefits offered by this job

Medical

Health Savings Account

Dental

401K with company match

Employee Stock Purchase Plan (ESPP)

Paid Time Off

Tuition reimbursement

Product discounts

Job summary

Signify, a global leader in lighting, is looking for a Customer Service Representative to support Cooper Lighting Solutions in Syracuse, NY. You’ll handle technical product inquiries, drive timely resolutions, and manage warranty-related cases in a fast-paced environment.

Document cases in SAP Service Cloud, perform root cause analysis, and collaborate with Quality teams to prevent repeats while delivering exceptional service to customers.

Qualifications

• Bachelor's degree in Information Technology, or a related technical/Analytical field.
• Experience in customer support roles within technical or product-based industries.
• Must be legally authorized to work in the United States without sponsorship.

Responsibilities

• Drives for high levels of customer satisfaction by ensuring timely and correct solving of complaints, inquiries, and requests related to technical product topics based on global standards and processes.
• Analyzes and solves complaints by driving root cause analysis and preventive actions, including warranty-related complaints and reworks/recalls.
• Understands and applies the relevant warranties related to products and systems when executing customer resolution activities.
• Fulfills documentation for service-related issues and resolutions and ensures all relevant information is properly documented in the ticketing system (SAP Service Cloud) and/or similar knowledge databases.
• Drives feedback loops towards Quality management/Business to obtain solutions in event of timely escalated complaints.

Job description

About Signify

Through bold discovery and cutting-edge innovation, we lead an industry that is vital for the future of our planet: lighting. Through our leadership in connected lighting and the Internet of Things, we're breaking new ground in data analytics, AI, and smart solutions for homes, offices, cities, and beyond.

About Signify

Through bold discovery and cutting-edge innovation, we lead an industry that is vital for the future of our planet: lighting. Through our leadership in connected lighting and the Internet of Things, we're breaking new ground in data analytics, AI, and smart solutions for homes, offices, cities, and beyond.

At Signify, you can shape tomorrow by building on our incredible 125+ year legacy while working toward even bolder sustainability goals. Our culture of continuous learning, creativity, and commitment to diversity and inclusion empowers you to grow your skills and career.

Join us, and together, we’ll transform our industry, making a lasting difference for brighter lives and a better world.

More About The Role

This is an exciting job opportunity for you as a Customer Service Representative base in Syracuse, New York with Cooper Lighting Solutions, a business unit of Signify, the world leader in lighting.

• Drives for high levels of customer satisfaction by ensuring timely and correct solving of complaints, inquiries, and requests related to technical product topics based on global standards and processes.
• Analyzes and solves complaints by driving root cause analysis and preventive actions, including warranty-related complaints and reworks/recalls.
• Understands and applies the relevant warranties related to products and systems when executing customer resolution activities.
• Fulfills documentation for service-related issues and resolutions and ensures all relevant information is properly documented in the ticketing system (SAP Service Cloud) and/or similar knowledge databases.
• Drives feedback loops towards Quality management/Business to obtain solutions in event of timely escalated complaints.

More About You

• Bachelor's degree in Information Technology, or a related technical/Analytical field to ensure foundational knowledge in customer service and technical product understanding.
• Experience in customer support roles within technical or product-based industries, focusing on complaint resolution, root cause analysis, and warranty management preferred.
• Must be legally authorized to work in the United States without current or future company sponsorship needs.
• Salary: $34/hour - $49/hour based on experience
• Bonus: target bonus opportunity - 2.5%
• Benefits Overview: Company subsidized benefits plan offerings that include Medical, Health Savings Account, Dental, 401K retirement plan with company match, Employee Stock Purchase Plan (ESPP), Paid Time Off, including paid vacation, holidays/personal days, tuition reimbursement and products discounts. Ability to purchase supplemental benefits that include supplemental life insurance, dependent life insurance, vision insurance and Accidental Death & Dismemberment insurance, health care flexible spending account and dependent care flexible spending account.

Everything we’ll do for you

You can grow a lasting career here. We’ll encourage you, support you, and challenge you. We’ll help you learn and progress in a way that’s right for you, with coaching and mentoring along the way. We’ll listen to you too, because we see and value every one of our 27,000+ people. We believe that a diverse and inclusive workplace fosters creativity, innovation, and a full spectrum of bright ideas. With a global workforce present in 70+ countries, we are dedicated to creating an inclusive environment where every voice is heard and valued, helping us all achieve more together.

Come join us, and together we can light up the future.