Robert Half is delighted to be partnering with our valued client on their search for a Customer Service Specialist. They are the leaders in their field providing exceptional service to their business clients, providing maintenance and servicing solutions for their on-site equipment.
Job Summary: As a Customer Service Specialist, you will be the primary point of contact for our valued customers. You will play a critical role in ensuring customer satisfaction by scheduling technicians for on-site servicing and providing exceptional support. Additionally, you will have the opportunity to up-sell service maintenance packages, contributing to the growth and success of the company.
Key Responsibilities:
- Customer Interaction: Handle incoming customer inquiries, both over the phone and via email, with professionalism and courtesy.
- Scheduling: Efficiently schedule and coordinate service technicians for on-site maintenance and repair visits, ensuring timely service delivery.
- Up-Selling: Identify opportunities to up-sell service maintenance packages to customers, clearly communicating the benefits and value of ongoing maintenance.
- Issue Resolution: Address and resolve customer issues and concerns promptly, escalating to management when necessary to ensure customer satisfaction.
- Documentation: Maintain accurate records of customer interactions, service appointments, and up-sell activities in the company's CRM system.
- Collaboration: Work closely with the service team to ensure a seamless process from scheduling to service delivery.
- Customer Follow-Up: Conduct follow-up calls to ensure customer satisfaction post-service and to promote additional services.
Qualifications:
- Experience: Previous experience in a customer service role, preferably in an industrial or service-based company.
- Interpersonal Skills: Excellent communication and interpersonal skills, with a strong ability to build rapport with customers.
- Organizational Skills: Strong organizational abilities with a keen eye for detail and the ability to manage multiple tasks simultaneously.
- Sales Acumen: Ability to identify sales opportunities and effectively communicate the value of service maintenance packages.
- Tech-Savvy: Proficiency with CRM systems and basic office software (e.g., Microsoft Office Suite).
- Problem-Solving: Strong problem-solving skills with a proactive approach to customer service.
- Availability: Must be able to work on-site at our Fremont, CA location.
Why Join Us?
- Competitive salary and benefits package
- Opportunity to grow within the company
- Collaborative and supportive work environment
- Ongoing training and development opportunities