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Customer Service Representative
| Company | Haffner’s |
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| Location | Bedford, NH, USA |
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| Salary | $20 – $20 |
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| Type | Full-Time |
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| Degrees | |
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| Experience Level | Mid Level |
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Requirements
- Minimum of 3 years of customer service experience, preferably in a call center environment.
- Minimum of 1 year experience in the Heating and Energy sector.
- Absolute commitment to customer satisfaction, including timely issue resolution and proactive customer outreach.
- Concise, effective verbal and written communications skills, with strong conflict resolution abilities and the ability to empathize with customers.
- Ability to excel both individually and as part of a larger team.
- Capability to execute tactically by organizing multiple processes, and prioritizing duties, in a multitasking and rapidly changing work environment.
- Willingness to participate in mandatory training sessions that grow product knowledge and promote stronger customer satisfaction.
- Proficient in MS Excel, Outlook, PowerPoint, and Word, as well as web-based applications.
Responsibilities
- Provide outstanding, positive customer service to Haffner’s customers via telephone, email, and lobby visits.
- Answer initial and follow up calls from customers who have delivery, service, and technical support issues, with the ability to take full ownership of the issue from start to finish.
- Responds to inquiries by utilizing approved scripting and established SOPs to research and clarify desired information. Provides follow up when escalation or alternative solutions are required.
- Develop new business opportunities with existing customers by promoting company products and services.
- Maintains required documentation for new and existing customers.
- Input data/call documentation/notes into the company computer platform (i.e. Cargas) at the time of the interaction to keep each customer record updated.
- The ability to deal with the demand of fast paced and high-volume operation.
- Adheres to schedules and work time availability guidelines set forth by management.
- Supports Finance Department by making accounts receivable calls and processing statements.
- Performs other related duties, or duties that maximize the individual’s knowledge and contributions, at the discretion of the Customer Service Manager and Customer Service Site/Team Lead.
Preferred Qualifications
- Prior customer service experience, particularly in a high-volume environment, preferred.
- For certain offices, availability to work varied shifts at peak times, including evenings and weekends.
