• Customer Service Representative

    Job Locations US-NY-LONG ISLAND CITY
    Requisition ID
    2018-4480
    # of Positions
    1
  • Description

    Overview

     

    MechoSystems is the world’s leading designer, manufacturer, and marketer of manual, motorized and automated solar-shading systems. The company provides innovative solutions for the design challenges of sustainability and WindowManagement® to the Architectural, Interior Design, and Engineering Communities.  The headquarters of MechoSystems, which employs over 500 people worldwide, is located in Long Island City, N.Y., with manufacturing facilities in the U.S. and the U.K. (Phoenix, Az., Edison, N.J., and Milton Keynes).

     

    Job Summary

     

    Responsible for coordinating and performing numerous customer service functions within a team to the satisfaction of both the customer and the company.  Objective is to raise the level of service so to retain accounts, increase profitable/ sales.

     

    Job Duties

     

    Respond to multiple levels of customers’ requests.  Provide resolution and follow through with customer requests based on standardized procedures

     

    Process different levels of dealer support requests.

     

    Resolve customer problems and questions, i.e., product specifications, product offering, installation information, etc.

     

    Process status, change and cancellation requests from customers.

     

    Process requests for repairs, quality inspections, returns, credits, out of spec’s, etc

     

    Maintain and provide information for various statistical logs, reports, etc.

     

    Maintain current product, policy and procedure information through additional cross training, phone and e-mail updates.

     

    Perform specific duties and participate in teams support as assigned by Regional Team Leader

    Requirements

    Education and Experience

     

    High school diploma, GED or equivalent.

     Job requires 1 to 3 years of previous related work experience.

     

    Knowledge, Skills, and Abilities

    • Prior customer service work experience.
    • Demonstrated aptitude for multiple levels of product support.
    • A strong work ethic, willingness to work on various shifts as necessary.
    • Excellent oral and written communication skills
    • Excellent listening skills
    • Ability to effectively communicate via telephone
    • Excellent knowledge of basic computer skills
    • Good decision making and judgment
    • Outgoing personality - even tempered, sincere, and friendly
    • Ability to multi-task effectively and perform well in a fast paced environment
    • Good math skills
    • Uses project plan and project schedule methodology
    • Clearly defines and utilizes processes in daily work
    • Knows MS team structure, roles and responsibilities
    • Integrates process methodology into daily work
    • Looks for innovative ways to streamline work processes across the different levels of customer support
    • Establishes forums to share best practices
    • Uses dept and company scorecard and other metrics
    • Measures own work to plan and reports out at a micro and macro level

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