Customer Service Agent

Work shift: 8:00AM – 5:00PM EST – Monday thru Friday

As a Customer Service Agent, you are responsible for providing exceptional support for customers by addressing inquiries, resolving issues, and ensuring a positive experience across various communication channels.  You would act as the primary point of contact, maintaining professionalism while delivering accurate information and solutions.  This role requires strong communication skill, problem-solving abilities and a commitment to customer satisfaction.

A Day in the Life (Responsibilities section):

• Respond to inbound customer calls and emails concerning sales or service inquiries

• Obtain information from the customer and enter data in real time into the appropriate database to facilitate effective service and appropriate follow-up

• Notate the position responsibilities

• Track and code customer inquiries and complaints for multiple operations companies and follow-up if necessary

• Dispatch and escalate requests to technicians and other field personnel

• Conduct and support client engagement activities to strengthen our relationships with our clients and increase our understanding of their needs

• Work with other departments including dispatch, billing, credit, parts and field management operations to respond to customer inquiries and ensure resolution.

• Make outbound call as needed to obtain information and provide responses to customer inquiries and field personnel.

Organizational Core Competencies: (Responsibilities section- should be on all job descriptions):

• Perform all duties with integrity, safety and a professional mentality

• Promote a positive and inclusive work/team environment

• Communicate all program deficiencies and improvements

• Report all non-conforming work

• Ensure effective communication

• Demonstrate discretion, confidentiality and good judgement when dealing with sensitive company, personnel and client information

• Foster collaboration and communication

Education Requirements (Qualifications section):

• High School diploma or equivalent

• bilingual (Spanish) verbal and written

Years of Experience (Qualifications section)

• 2+ years of customer service experience in a fast-paced environment

Systems (Qualifications section)

• Proficient with Google and Microsoft office Suite products (Excel, PowerPoint, Word)

• Experience with Workday preferred

• Familiarity with IFS or related CRM systems

Soft Skills (Qualifications section)

• Excellent organizational, bilingual (Spanish) verbal and written

• Ability to interface with cross-functional teams and all levels of personnel/management

• Strong problem solving and analytical skills

• Able to work independently, managing multiple responsibilities (i.e., self-starter, self-motivated)

• Solid organization and time management skills

• Effective verbal and written communication skills

• Ability to multi-task and prioritize with organization and time management skills

• Resourcefulness, flexibility, and resiliency to operate in a dynamic work environment

• Ability to work independently

Schedule/Essential Physical Functions Disclaimer as applicable (Qualifications section)

The schedule and essential physical functions described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disability to perform the essential functions.

• While performing the duties of this job, this position may require the individual to work rotating shifts assignments, weekends, holidays, and overtime as needed.  Some shifts will require working alone

• Sitting for long periods of time (3-4 hours)

• Working in front of computer screens for up to 8-10 hours.

• Weekend work would be required

Travel (Qualifications section)

• Ability/willingness to commute to the office for meetings and training

Safety/Drug Screening (Qualifications section)

• Capability to pass background checks and initial drug screening

• Valid driver’s license

About Smart Care

Smart Care is a national repair and service provider for commercial foodservice, refrigeration, and cold storage equipment. Our offering of comprehensive mechanical services includes hot side cooking equipment, stand-alone refrigeration, specialty coffee and beverage, complex rack refrigeration and HVAC.

Smart Care is an Equal Employment 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, veteran status, or other protected class status.  All qualified individuals are encouraged to apply. If you need a reasonable accommodation with respect to Smart Care’s application or hiring process due to a disability, please contact the Human Resources department at HR@smartcaresolutions.com.