Customer Service Representative

Job not on LinkedIn

August 8

🗽 New York – Remote

Although this job is listed in New York, this company may be open to hiring remote in other states.

🔔 Pennsylvania – Remote

Although this job is listed in Pennsylvania, this company may be open to hiring remote in other states.

💵 $38.5k - $40k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

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ABC Industries, Inc.

WebsiteLinkedInAll Job Openings

Manufacturing • Aerospace • Construction

ABC Industries, Inc. is a leader in high-quality ventilation and fabric solutions, providing a diverse range of products tailored for various industries for over 90 years. The company specializes in ducting and industrial fabrics, serving sectors such as construction, agriculture, military, and aviation. Their innovations include solutions for material handling, environmental control, and disaster relief, making them a trusted partner for businesses needing reliable and effective industrial products.

51 - 200 employees

Founded 1926

🚀 Aerospace

📋 Description

• Who We Are: We are leading the next wave of talent acquisition innovation with a candidate-centric recruiting model that helps companies engage candidates with meaningful experiences at the right time, in the right way, from first look to first day. Our Platform infuses automation and intelligence into today’s expanded recruiting cycle to increase the speed, quality, and cost-effectiveness of talent acquisition. • A customer service representative should be able to interact with a customer and immediately get the context of their problem. Support agents should have sound knowledge of the product/service which will help them suggest a solution to the customer right away. If the issue the customer is facing is beyond the immediate scope of the support rep, they should learn to escalate the problem to the right internal team(s) and follow up with them regularly for updates on the progress. • In this position you will be the champion of our Continual Process Improvement plan.

🎯 Requirements

• Take ownership of customer issues - Customer service reps must take ownership of the customer’s problem and be the single point of contact for all enquiries related to the troubleshooting procedure, the expected resolution time, and updates on the progress. • Troubleshoot problems and see them through to resolution - It’s important for a service rep to follow a customer-first attitude and leave no stone unturned in giving customers the best possible experience. Once a support ticket is assigned to them, they need to research all possible ways to troubleshoot the problem and quickly come up with a solution. • Escalate unresolved issues to the appropriate internal teams - A lot of times in customer support, there are issues which are highly technical or beyond the scope of what a service rep can handle on the spot. For such cases, the support agent needs to make sure that the problem is being communicated to the right internal teams and that they take appropriate action to resolve it. • Collect prompt and accurate feedback from customers - The work of a support rep does not end at just resolving a customer issue. They also need to follow up with the customer, find out if the solution actually worked, and take note of the customer’s suggestions on what can potentially improve their experience. • Document knowledge in the form of solution articles - The solution to every customer problem provides a valuable learning experience to service reps. They should be able to document this knowledge in the form of help content or solution articles so that the same problems don’t occur in the future. • Champion the use of a helpdesk software - All the above tasks can be made easier if your company is using a dedicated customer support software. Your support agents should be able to quickly pick up the functionalities of the helpdesk and resolve customer problems in a more streamlined manner.