Customer Service Representative (CSR)
Description:What makes ABW Appliances a better place to work? That's easy! We're vibrant, we're growing, and we're employee centered. With six locations across the Baltimore and DC Metro area, a 51,000+ sq. foot stocked warehouse, and a progressive leadership team, ABW is the professional choice for premium appliances. For decades, we have been the luxury appliance source for multi-family, production, and custom home builders, as well as designers, architects, and other trade professionals.ABW Appliances, "Appliances A Better Way"A' is a family-owned business and has been growing into an industry leader since 1968. Our focus is on providing the best in luxury appliances, quality appliance installation, and dependable service within the Baltimore-DC Metro areas. Now we are bringing our signature high-end service to the retail appliance market, and that's where you come in ABW Appliances is currently seeking a professional, highly self-motivated Customer Service Representative (CSR) for our service department. Excellent attendance, punctuality and positive attitude are essential for this position and our business.Position Summary: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 Rep will gain an understanding of the various appliance lines that we have to offer and their warranties, as well as providing troubleshooting support for clients. The individual must be able to identify the clients' needs, generate solutions and respond to client requests in a timely manner. This requires the CSR to have adequate time management skills and the ability to nurture effective relationships with clients. 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 client 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 Workspace products (Gmail, Docs, Sheets, etc.).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.