Experienced Senior Customer Service Associate – Commercial Support at blithequark
Are you a customer service professional with a passion for delivering exceptional experiences? Do you thrive in fast-paced environments where no two days are the same? If so, we invite you to join blithequark, a global leader in providing healthy, safe, and sustainable building and cold chain solutions. Our team is dedicated to making modern life possible by delivering safer, smarter, and more sustainable services that make a difference to people and our planet.
About blithequark
blithequark is a world-class, diverse workforce with business segments covering HVAC, refrigeration, and fire and security. We revolutionize industry trends by delivering innovative solutions that meet the evolving needs of our customers. Our commitment to sustainability, safety, and customer satisfaction drives us to be the best in the industry. Join us, and together, we can make a difference.
The Role
We are seeking an experienced Senior Customer Service Associate – Commercial Support to join our high-volume, fast-paced call-center team. As a key member of our team, you will be responsible for providing exceptional customer support to our VIP customers via telephone and email. Your primary focus will be on delivering exceptional quality services, meeting Service Level Agreement (SLA) expectations, and building strong business relationships with our customers.
Key Responsibilities
* Provide exceptional customer support to VIP customers, including pre-delivery and post-sale customer service support (including parts selection, ordering, expediting, pricing, and availability).
- Service high-profile customers via telephone and email, ensuring SLA expectations are achieved and exceptional quality services are delivered.
- Adaptability and flexibility with 1st, 2nd, & 3rd shifts, including weekends, depending on business demands with a scheduled rotation.
- Primary support and backup for commercial cases received.
- Work closely with internal teams to resolve complex issues.
- Escalate to management customer-facing issues, identify trends, areas for improvement, and opportunities for optimization to enhance client satisfaction and operational efficiency.
- Build strong business relationships and drive market growth in the commercial business sector.
Essential Qualifications
* High School Diploma or GED
- 3+ years of experience in a customer service role, with a strong emphasis on delivering exceptional client support.
- 3+ years of using a range of software applications and tools, including but not limited to Outlook, Microsoft Office, and other industry-specific platforms.
Preferred Qualifications
* Self-starter and well-organized to multi-task and prioritize work.
- Strong customer focus and technical aptitude; sense of urgency; strong organizational skills.
- Basic knowledge of call center tools such as CRM (Customer Relationship Management software) and phone tools; Salesforce experience is a plus.
- Working knowledge of SAP, Salesforce, PIC, and Windchill systems is desired.
- A background in Residential, Light, and Heavy Commercial HVAC applications, products, and systems is desired.
- Strong ability to work with diverse, cross-functional project teams to achieve high levels of performance in a dynamic, changing environment.
- Meet customer experience quality metrics
- Actively participate in departmental Carrier Excellence initiatives.
- Strong written and oral communication skills.
- Proficient in MS Office (specifically Word, PowerPoint, and Excel).
- Strong analytical skills, accuracy, and attention to detail are necessary.
- Ability to handle multiple tasks, creative problem-solving skills.
Work Environment and Culture
At blithequark, we value our employees and strive to create a work environment that is inclusive, diverse, and supportive. Our team is passionate about delivering exceptional customer experiences, and we encourage collaboration, innovation, and continuous learning. We offer a range of benefits, including competitive compensation, comprehensive health insurance, and opportunities for career growth and development.
Compensation and Benefits
* Pay Range: $61,213 - $107,122 Annually
- Comprehensive health insurance
- Opportunities for career growth and development
- Competitive compensation package
- Paid time off and holidays
- Employee recognition and reward programs
How to Apply
If you are a motivated and customer-focused individual who is passionate about delivering exceptional experiences, we invite you to apply for this exciting opportunity. Please submit your resume and cover letter to [insert contact information]. We look forward to hearing from you!
Equal Opportunity Employer
blithequark is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, age, or any other federally protected class.
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