Customer Service Representative

The Customer Service Representative is a key contributor in delivering Generac's "Customer First" promise. Being a Customer Experience Representative requires understanding of internal departments and key personnel to provide customers with a direct point of contact or resolve directly. This role is responsible for providing excellent customer care by using knowledge of resources to provide accurate information, answer questions and ensure final resolution. Work Hours: 6:00am to 3:00pm.

Responsibilities

Customer satisfaction; Receives and documents all customer interactions in real time; Corresponds to customer interactions via email, phone, text or chat; Maintains contact center metrics including customer satisfaction, productivity and adherence; Responds to and resolves customer inquiries and issues; Assists customers with documentation or connecting with the department or personnel that can provide; Seeks out answers to customer questions utilizing tools available; Escalates more complex inquiries or complaints appropriately to specialized teams; Maintain Outlook email inbox, calendar, and tasks regularly; Flexible to work overtime hours to meet customer & business need; Data entry

Requirements

High School Diploma or GED; 1 year experience in a customer service role; Results Oriented: Achieves successful outcomes; Supportive: Provides encouragement to peers; Disciplined: Ability to reliably adhere to policy and process; Forward thinking: Continuous Improvement mindset; Ability to de-escalate: Conflict resolution skill set; Coachable: Open to learning and development; Responsibility: Accountability for honest and ethical conduct; Receptiveness: Open to receive information and its potential value; Empathy: The ability to express other experiences; Independent Initiative: Ability to think for themselves and act when necessary; Analytical Thinking: Ability to identify problems and solution; Communication: Excellent verbal and written communication skills

Nice to have

Contact Center experience; Experience handling a high volume of inbound calls; Basic use of Microsoft Office Suite including Teams, Outlook, calendar; Bilingual Spanish