Customer Service Rep 3

Job Title - Customer Service Rep 3 Duration - 12 months Location - Remote Job Summary: As a Dealer Order Management Representative, you will be the front-line contact for our customers and internal sales partners; primarily answering calls for order management related inquiries- identifying models, finding pricing and availability, matching up HVAC systems, and offering system solutions. You will drive customer engagement and own resolution from initial order request through order post-delivery, which means collaborating and following-up with multiple teams to deliver what the customer needs. You will participate in continuous improvement activities to eliminate barriers to the order flow process and create a better customer experience. Responsibilities: Approximately 80% of time directly supporting customers or following-up on customer resolution and 20% of time performing scheduled tasks (team meetings, meetings with manager, trainings, etc) · Respond to and resolve order management inquiries from customers and internal partners · Provide customer support for order activities-model identification, pricing, availability, system match-ups, promotions, system solutions · Process customer orders- promise dates, order entry, and collaboration with multiple teams in end-to-end process for customer · Manage customer orders from placement to invoicing through multiple channels, including phone, E-Mail, text, or chat to ensure 100% customer satisfaction. · Run order reports and work with teams to fix misses/holds and close open orders/returns · Provide high quality service through efficient use of all operating systems functionalities related to order fulfillment and relative to customer activity · Refer to and create new standard work to maximize efficiency · Participate in continuous improvement activities Key Competencies: · Relentless customer focus · Excellent verbal and written communication skills-including listening · Change oriented · Problem solving Qualifications: · Associate's Degree, Bachelor's Degree preferred.

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