Senior Customer Service Representative

Fulmar is a mechanical and electrical contractor with 1,100 employees and both union and open-shop divisions. Tools are provided, though most techs bring their own hand tools.

The role

We are adding a Senior Customer Service Representative to our Orders team. Hourly pay plus quarterly performance bonus, health benefits after 60 days and paid time off. This is a phone-heavy role with set schedules. Breaks and lunch are scheduled by workforce management. On site, Cleveland.

What you'll be doing

• Meet targets for handle time, quality score and customer satisfaction
• Notice repeat problems and report them to your team lead
• Complete required training and quality coaching sessions
• Call customers back on open issues within the promised timeframe
• Process returns, exchanges, refunds and address changes

Qualifications

• 5+ years of customer service, retail, hospitality or call center experience
• Reliable attendance. Schedule adherence is tracked
• High school diploma or GED
• Clear speaking voice and good listening skills
• Typing speed of at least 35 WPM
• Comfortable using multiple screens and systems at the same time
• Basic computer skills (Windows, Outlook, web browsers)

Preferred

• Prior billing or insurance call center work
• Zendesk, Five9 or Genesys experience

Schedule: Monday to Friday, 11:00 AM to 7:30 PM

Perks and benefits

• Health insurance
• 401(k) with company match
• 11 paid holidays
• 12 weeks of paid parental leave
• Paid time off
• Tuition reimbursement

Offers are contingent on a background check and drug screen.

Start: Flexible.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Fulmar, Inc..