Customer Service Representative

Description:

Overview

The headquarters of Mecho, 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

Your objective will be to raise the level of service to retain accounts and increase profitability and sales.

• 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

Salary range: $18-$21 hourly

Requirements:

Education and Experience

High school diploma, GED, or equivalent.

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

• 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

• Ensures Accountability – Holding self and others accountable to meet commitments
• Drive Engagement – Creating a climate where people are motivated to do their best to help the organization achieve its objectives
• Instill Trust – Gaining the confidence and trust of others through honesty, integrity, and authenticity
• Drive Results – Consistently achieving results, even under tough circumstances
• Consumer/Customer Focus – Building strong customer relationships and delivering on customer-centric solutions
• Critical Thinking – Making Sense of complex, high quantity, and sometimes contradictory information to effectively solve problems
• Being Resilient – Rebounding from setbacks and adversity when facing difficult situations
• Optimize Work Processes – Knowing the most effective and efficient processes to get things done, with a focus on continuous improvement