Customer Service Representative

For more than 65 years weve turned big ideas into solutions that help protect homes strengthen businesses and build a more resilient efficient sustainable energy future.

Ready to Power a Smarter World with us

The Customer Service Representative is a key contributor in delivering Generacs Customer First promise. Being a Customer Experience Representative requires understanding of internal departments and key personnel to provide customers with a direct point of contact or resolve directly. This role is responsible for providing excellent customer care by using knowledge of resources to provide accurate information answer questions and ensure final resolution.

Work Hours: 6:00am to 3:00pm

• Customer satisfaction

• Receives and documents all customer interactions in real time

• Corresponds to customer interactions via email phone text or chat

• Maintains contact center metrics including customer satisfaction productivity and adherence

• Responds to and resolves customer inquiries and issues

• Assists customers with documentation or connecting with the department or personnel that can provide.

• Seeks out answers to customer questions utilizing tools available.

• Escalates more complex inquiries or complaints appropriately to specialized teams

• Maintain Outlook email inbox calendar and tasks regularly

• Other duties as assigned and the following:

• Flexible to work overtime hours to meet customer & business need

• Data entry

Education

High School Diploma or GED

Certification / License

Work Experience

1 year experience in a customer service role

Knowledge / Skills / Abilities

• Results Oriented: Achieves successful outcomes

• Supportive: Provides encouragement to peers

• Disciplined: Ability to reliably adhere to policy and process

• Forward thinking: Continuous Improvement mindset

• Ability to de-escalate: Conflict resolution skill set

• Coachable: Open to learning and development

• Responsibility: Accountability for honest and ethical conduct

• Receptiveness: Open to receive information and its potential value

• Empathy: The ability to express other experiences

• Independent Initiative: Ability to think for themselves and act when necessary

• Analytical Thinking: Ability to identify problems and solution

• Communication: Excellent verbal and written communication skills

Education

Certification / License

Work Experience

• Contact Center experience

• Experience handling a high volume of inbound calls

• Office Platform: Basic use of Microsoft Office Suite including teams outlook calendar

• Bilingual Spanish is a perk

Knowledge / Skills / Abilities

While performing the duties of this job the employee is regularly required to talk and hear; and use hands to manipulate objects or controls. The employee is regularly required to stand and walk. On occasion the incumbent may be required to stoop bend or reach above the shoulders. The employee must occasionally lift up to 25 pounds. Specific conditions of this job are typical of frequent and continuous computer-based work requiring periods of sitting close vision and the ability to adjust focus. Occasional travel. This position requires the ability to be able to get around the Metro NYC area predominantly with mass transit means and be available as a value-added contributor in a host of challenging environments typical of inner-city projects including exposure to various urban elements.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation national origin disability status protected veteran status or any other characteristic protected by law.