Customer Service Rep III

About the position

The Customer Service Representative III role at ABBTECH Professional Resources, Inc. involves managing customer interactions through calls and emails, ensuring excellent service delivery that supports sustainable business growth. The representative will handle service requests, sales orders, and coordinate with field technicians to maintain customer satisfaction.

Responsibilities

• Respond to all phone and emails from customers and internal team
• Open service requests and sales orders for contract parts, returned parts and projects
• Manage telephone and email enquiries
• Review open service requests and bring to a satisfactory closure within a timely manner
• Help to manage for new machines to be installed, moved and decommissioned
• Ensure all project information is updated in Salesforce
• Manage quotes being sent to customers, and process through to the Order Entry team for order creation
• Ensure parts are shipped ready to meet field technicians
• Keep customers regularly informed of service request progress
• Coordinate repairs and technical support with field personnel and schedule workload accordingly

Requirements

• Proven experience as call center representative or similar position
• Experience in customer service is essential
• Proficient in English; Good knowledge of additional languages will be a definite plus
• Working knowledge of MS Office
• Ability to work under pressure
• Ability to work independently and multi-task

Benefits

• Medical, Dental, and Vision offerings
• Weekly Direct Deposit
• Paid Holidays and Personal Time Off
• 401(k) with match
• Voluntary Life and AD&D, Short / Long Term Disability, plus other voluntary coverages
• Pre-Paid Legal and Employee Assistance Programs
• Northwest Federal Credit Union Membership
• BB&T @ Work Program