Senior Customer Service Specialist – Tech Support & Orders

Sonny's Enterprises Inc. - Conveyorized Car Wash Equipment Leader; Town of Florida (NY); On-site; USD 42,000 - 60,000; Full time

Benefits offered by this job

Employer-paid medical plan

STD coverage

Voluntary benefits including dental,视n

Job summary

Sonny's Enterprises is seeking a Customer Service Representative II to deliver fast, accurate order processing and cross-department coordination. This full-time, on-site role requires building customer relationships and applying product knowledge to resolve inquiries and promote loyalty.

Hours: 8:00am – 5:00pm, additional hours as needed. The CSR II will handle accounts, updates, and escalations, work with warranty/returns, and maintain up-to-date knowledge of policies and procedures to ensure

Qualifications

• High School diploma or GED.
• 3-5+ years’ customer service experience required.
• 2+ years tech support / troubleshooting preferred.
• Inside Sales experience a plus.
• Sales order system and order entry experience required.
• Experience with SAP System and Database & Query Software.

Responsibilities

• Provide exceptional customer service.
• Open customer accounts by recording account information.
• Maintain customer records by updating account information.
• Resolve product or service problems; identify causes and solutions.
• Assist the Warranty/Returns team with orders and requests.
• Communicate with customers by phone, email or live chat.
• Answer inbound calls and forward calls as needed.
• Escalate complex issues to the escalated helpdesk queues.
• Maintain status in assigned customer service queues.
• Keep up-to-date knowledge of products, policies and procedures.
• Document trends and feedback for continuous improvement.
• Assist with orders for custom products or parts.
• Review open order report daily.
• Work with purchasing to contact vendors as needed.
• Utilize tools, manuals and catalog to improve knowledge.
• Other duties as assigned.

Skills

Customer service

Tech support

Multi-tasking

Sales experience

Call center

Order processing

Education

High School diploma or GED

Tools

SAP System

Database & Query Software

Job description

Sonny's Enterprises is seeking a Customer Service Representative II to deliver fast, accurate order processing and cross-department coordination. This full-time, on-site role requires building customer relationships and applying product knowledge to resolve inquiries and promote loyalty.

Hours: 8:00am – 5:00pm, additional hours as needed. The CSR II will handle accounts, updates, and escalations, work with warranty/returns, and maintain up-to-date knowledge of policies and procedures to ensure