Job Description

Job Description

Job Description

#JD-E2EProf

Russell Tobin/Pride Global is currently seeking several Call Center Customer Service Representative s to support a major Residential and Commercial HVAC company.

Work Location: East Syracuse, NY

Pay Rate: $20.00 to $22.00/hourly

Duration: 6 month contract opportunity

Schedule: M-F 8:00AM - 5:00PM or M-F 9:00AM - 6:00PM = 40 hours week

The Customer Care Team Members support our customers via telephone and written communications. Supports distributors seeking after-market replacement components. Call Center is a high-volume, fast-paced, and metric driven call-center team atmosphere with a high emphasis on customer satisfaction and first call resolution.

Responsibilities:

• Provide outstanding customer support to distributors, including parts selection and ordering, pricing and availability, delivery expediting, dispute resolution, and limited technical assistance.
• Manage all account interactions through inbound phone calls and written communications.
• Deliver superior follow-up with distributors and sales managers to ensure customer satisfaction and first-call resolution.
• Collaborate with Distribution, Service Managers, and Parts Counter personnel to strengthen relationships and ensure a positive customer experience.
• Partner with internal departments to identify and resolve customer issues efficiently.
• Manage multiple reports, combining data from various sources for accurate tracking and reporting.

Minimum Qualifications:

• Working knowledge of CRM and phone tools with Salesforce experience preferred.
• Ability to manage 60–70 calls/cases per day while maintaining a positive, professional demeanor.
• Familiarity with SAP, Salesforce, PIC, and Windchill systems preferred.
• Background in Residential and Commercial HVAC systems and the ability to read basic technical drawings is highly desirable.
• Exceptional customer service, communication, and problem-solving skills.
• Proficiency in Microsoft Office, especially Word and Excel.
• Strong analytical skills, accuracy, and attention to detail.
• Excellent organizational skills with the ability to multitask and manage priorities in a dynamic environment.
• Adaptable and flexible to accommodate changing business needs and seasonal demands.
• Spanish language skills are a plus.

Russell Tobin offers eligible employee’s comprehensive healthcare coverage (medical, dental, and vision plans), supplemental coverage (accident insurance, critical illness insurance and hospital indemnity), 401(k)-retirement savings, life & disability insurance, an employee assistance program, legal support, auto, home insurance, pet insurance and employee discounts with preferred vendors.

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