Description: Are you looking for a career, not just a job? Do you want to be a part of a reputable team with decades of experience? Do you enjoy working with customers? If you answered yes to any of these questions, then ABW Appliances is the company for you. ABW Appliances is a family owned business and has been growing into an industry leader since 1958. Our focus is on the home builder, designer trade, and retail markets while providing the best in luxury appliances, quality appliance installation, and dependable service within the Baltimore-DC Metro areas. ABW Appliances is currently seeking a professional, highly self-motivated Customer Service Representative for our corporate headquarters. Excellent attendance, punctuality and positive attitude are essential for this position and our business. The Customer Service Representative will be responsible for, but not limited to, providing top-notch service, support and assistance to our clientele, including documenting and reporting problems. The Customer Service Representative will gain an understanding of the various appliance lines that we have to offer and their warranties, as well as providing troubleshooting support for customers. The individual must be able to identify customers' needs, generate solutions and respond to customer requests in a timely manner. This requires the candidate to have adequate time management skills and the ability to nurture effective relationships with customers. The role will be within a fast-paced, team-oriented environment.Essential Functions: Provide support to Service Technicians by answering calls and email requests in a timely manner.Navigate multiple applications to research solutions.Document, track, and monitor problems to ensure a timely resolution and appropriate follow-up with customers.Schedule and route Appliance Service Technicians based on their designated territories.Calmly provide problem resolution and navigate frustrated customer situations.Maintain product knowledge and expertise.Assess issues and escalate, if needed, to higher levels of client support.Resolve technical problems, detect patterns of issues, and communicate via the defined escalation path regarding persistent issues.Contribute to continuous improvement of the customer experience by providing suggestions for the betterment of technical practices.Various other duties as assigned.. Requirements: High School Diploma or General Education Degree (GED).Minimum of two (2) years' experience in customer support.Experience with Microsoft Office products for Mac and/or Google Docs, Sheets.Ability to learn new technologies quickly and deal with uncertainty.Ability to effectively communicate both verbally and in writing.Courteous and friendly with high level of professionalism.Willingness to follow procedures and adhere to policies.Ability to Multi-task and have solid organizational skills.Able to actively listen to customer needs and thrive in a fast-paced environment. Position Details:Job Type: Full-TimeSalary: $40,000 - $45,000Schedule: M-F, Rotating SaturdaysBenefits: Competitive benefits package including medical, dental, vision, 401k with employer match, short-term and long-term disability, paid leave (vacation, personal, and some holidays), and more. PM20 PI125022950