Customer Service Representative

Customer Experience Inside Sales Representative

This position is responsible for day-to-day execution of all areas of customer service and sales support, including call center participation, pre-sales inquiries, quoting / order entry, issues resolution, and some administrative tasks for both New and Used Equipment Sales. The Customer Experience Inside Sales Rep is expected to demonstrate knowledge of products, customer agreements, and sales transactions. Establishing strong customer relationships with customers makes this position a key contributor factor to outstanding service that differentiates the Genie brand from the competition. Strong initiative, accuracy, and problem-solving skills are expected as well as a genuine desire to help customers.

What you'll do :

• Customer Support : Respond promptly and professionally to customer inquiries via various channels, such as phone and email. Provide accurate information and assistance to customers regarding products, quotes, orders, and general inquiries. Escalate complex or unresolved customer problems to the appropriate department or supervisor.
• Order Processing : Process customer orders accurately and efficiently, ensuring all necessary information is captured and entered in the system for both New and Used Equipment. Coordinate with various departments, such as production or logistics, to ensure timely and accurate order fulfillment.
• Administrative Tasks : Perform administrative duties to support the customer service team, such as maintaining customer databases, updating customer records, and processing orders or returns. Prepare and distribute reports, documentation, and purchase orders related to customer service activities. Maintain organized and up-to-date case management queue of upcoming tasks to ensure easy access to customer queries, purchase orders, and relevant information.
• Product Knowledge and Training : Stay informed about the company's products, services, and industry trends to provide accurate information and address customer inquiries effectively. Participate in training sessions and ongoing professional development activities to enhance customer service skills and knowledge.

What you'll bring :