Customer Service Representative - Masco Corporation

Description:

- High volume call center, taking 75-100 inbound calls/orders a day in a call center environment

- Entering in high volume orders depending on the dealer calling in

- 60% of calls will result in an order, 40% will be answering general questions from dealers

- Answer and respond to customer phone calls for 1 – 3 core business phone lines. Resolve problems and follow through with Dealer requests based on standardized procedures.

- Process blind and parts request orders either online or manually

- Resolve dealer problems and questions, i.e., product specifications, product offering, installation information, etc.

- Process status, change, and cancellation requests from customers.

- Process requests for repairs, quality inspections, returns, credits, out-of-specs, etc.

- Maintain and provide information for various statistical logs, reports, etc.

- Maintain current product, policy, and procedure information through additional cross-training, phone mail, and e-mail updates

- Perform specific duties and participate in teams as assigned by manager.

- Answer 75-100 inbound calls from dealers placing a new order or making an adjustment to an existing order

- Use online order entry software to look up dealer account number and order number

- Use Genesys Cloud system to receive inbound cals from 1-2 que lines

- Dealers call in from all around the united states

- No payment is taken over the phone

- Send follow-up emails for quotes and orders

- Avg call length is under 5 minutes

- On new orders; rep will confirm the width, height, and measurements of order, type of chains being used, motors, control system, color, type of shade/blind, left or right orientation, and anything else about the custom order

- Use two monitors with 8+ tabs to navigate, Microsoft teams

- Orders could be $1K - $20K+ in price

- Dealers speak fast over the phone - requires a lot of attention to detail and quick typing skills

Additional Skills & Qualifications:

- 1+ year of customer service experience from retail or call center

- data entry skills

- Computer skills; Microsoft office suite and system navigation

Nice Haves:

- Call Center Experience

- CRM System or ERP System

- Manufacturing Industry

- Math skills, fractions, addition

Benefits:

o Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms.  If eligible, the benefits available for this temporary role may include the following:

§ Medical, dental & vision

§ Critical Illness, Accident, and Hospital

§ 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available

§ Life Insurance (Voluntary Life & AD&D for the employee and dependents)

§ Short and long-term disability

§ Health Spending Account (HSA)

§ Transportation benefits

§ Employee Assistance Program

§ Time Off/Leave (PTO, Vacation or Sick Leave)







About TEKsystems:

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.



The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.