Customer Service Representative II

Job Description

About the Role:

The Customer Service Representative II plays a crucial role in the call center environment, handling an estimated 80-100 inbound/outbound calls per day from various stakeholders, including customers, business partners, field services, and corporate operators. Additionally, this position provides essential administrative support to field services, field service managers, and program managers, performing critical tasks such as processing vendor invoices, ad-hoc reporting, customer surveying, corporate help desk requests, vendor service call management, and assisting supply chain with inventory support.

Essential Job Responsibilities:

• Answer incoming calls in English and determine the nature of each call, taking appropriate action to open, update, dispatch, order parts, close, or cancel service calls.
• Enter data into two different computer systems using keyboard and mouse as necessary.
• Interface directly with end-user customers to maintain positive relationships and ensure customer satisfaction.
• Collaborate with District Managers, Regional Directors, and Customer Engineers to update calls and address any issues as needed.
• Redirect calls that are mistakenly routed to the Call Center and provide assistance in other office duties as assigned by the supervisor.
• Handle requests received via email in an Outlook inbox and demonstrate flexibility in working a flexible schedule as required.

Qualifications:

• Data entry experience on Windows-based systems, with proficiency in Microsoft Office suite (Word, Excel, Outlook). SAP experience is a plus.
• Fluent in the English language with excellent customer service skills.
• High School Diploma or equivalent.
• Previous call center or customer service experience preferred.
• Superior oral and written communication skills, with the ability to effectively communicate with individuals at all levels, including Field Service, Customers, Business Partners, and end-user customer personnel.
• Ability to gather information effectively and make sound decisions in a timely manner, demonstrating a sense of urgency in addressing critical customer conditions.
• Proficiency in data entry, auditory comprehension, and verbal communication.

EEO Statement:

Exela is committed to creating a diverse environment and is proud to be an equality opportunity employer. Qualified applicants will considered for employment without regard to their race, color, creed, religion, national origin, ancestry, citizenship status, age, disability, gender/sex, marital status, sexual orientation, gender identity, gender expression, veteran status, genetic information, or any other characteristic protected by applicable federal, state, or local laws.