Shire Jobs

Staff Tech, Customer Service

Location: East Syracuse, NY

Job ID: #69429

Pay Range: $19-22

GENERAL RESPONSIBILITIES:

We seek a motivated, process-oriented individual in our Customer Care Center to support our customers via telephone and written communications. Our channel includes distributors seeking after-market replacement components. Our 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.

Specific Responsibilities for this position include:

• Provide exceptional customer support to the distributor (including parts selection and

ordering, pricing and availability, expediting delivery, dispute resolution, and limited

technical support)

• Provide superior follow up to distributors and sales managers

• Manage all account interactions via inbound phone

• Communicate with Distribution, including Service Managers and Parts counter personnel

via telephone, and Cases to build strong business relationships; ensure a

positive customer experience.

• Collaborate with internal departments to resolve customer opportunities

• Actively participate in departmental Carrier Excellence Activities

• Ability to manage multiple reports and combine data from various sources

Typical Educational Requirements:

HS Diploma/GED

Key Qualifications:

• Working knowledge of call center tools such as CRM (Customer Relationship

Management software) and phone tools (Salesforce experience preferred)

• Ability to handle between 60-70 phone calls/cases per day while maintaining a

positive/responsive attitude with the customer

• Working knowledge of SAP, Salesforce, PIC, and Windchill systems is desired.

• A background in Residential and Commercial HVAC applications, products, and

systems, and the ability to read basic technical drawings is desired.

• Excellent customer service skills

• Strong written and oral communication skills

• Proficient in MS Office (specifically Word and Excel)

• Strong analytical skills, accuracy, and attention to detail

• Sense of urgency; strong organizational skills, and ability to handle multiple tasks at one

time

• Creative problem-solving skills

• Self-starter and well organized, able to multi-task and prioritize work

• Adaptability and flexibility to seasonality and changing business demands are critical.

• The standard working schedule is between 8:00 am 6:00 pm, Monday through Friday. Shift to be determined at time of offer.

• No travel required

• Spanish language skills are a plus.

Benefits provided: 401K, medical, dental, and vision, sick time as applicable to state law. Butler America Aerospace, LLC. is proud to provide an equal opportunity workplace and be an affirmative action employer. Consider Butler because we are committed to hiring and retaining a diverse workforce. We recognize that we thrive on diversity and inclusion for the benefit of our employees, our customers, and the communities where we are located. Employment decisions are made without regard to race, color, religion, gender, national origin, ethnicity, veteran status, disability status, age, sexual orientation, gender identity, gender expression, marital status, mental or physical disability or any other legally protected status.