The Customer Care Representative will be responsible for taking and entering incoming orders from our customer base and addressing any customer issues and concerns with their orders.
In addition this position is responsible for analyzing and interpreting plan drawings and contracts.
The primary focus of this role will be to manage sales orders from origination to completion.
The role will also involve a high level of interfacing with our customers, end users and regional Salesmen over the phone and will require a high level of professionalism and polish.
Answers incoming customer calls regarding billing issues, product problems, serve questions and general client concerns.
Responsible for maintaining a high level of professionalism with clients and working to establish a positive rapport with every caller.
Work with management to stay updated on product knowledge and be informed of any changes in company policies or procedures.
Process order within the business ERP system (SAP).
Process Contracts and insurance requests.
Document and update customer information in SalesForce as necessary.
Communicate and collaborate with other internal departments, dealers, installers, and customers to ensure clear communication.
Responsiveness to requests, ability to handle a fast paced environment and prioritize multiple tasks quickly.
Communicate changes to production team and update customer as necessary.
Ability to work well in a team environment.

High attention to detail and accuracy for problem analysis and solutions.
Excellent interpersonal and organizational skills.
Excellent verbal and written communication skills with an emphasis on proper phone etiquette.
Ability to work well independently and in a team environment.
Proficient in Microsoft Office.
Ability to sit for prolonged periods of time at a desk and working on a computer.
Must be an aggressive learner and an excellent problem solver.
Basic knowledge of contracts, accounting terminology, tax compliance and certificate of insurance.
Ability to read, analyze, and interpret instructions, correspondence, and memos.
Ability to write correspondence.
Ability to effectively present information in one-on-one and group situations to customers and/or other employees of the organization.
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.
Ability to define problems, collect data, establish facts, and draw valid conclusions.
Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Customer Care Representative

Key skills