United Technologies Corporation Customer Service Specialist in Salem, Oregon

Job ID: 69458BR

City: Salem

State: Oregon

Country: United States

Category: Aftermarket & Sales

Job Type: Full Time

Description:

UTC Climate, Controls & Security is a leading provider of heating, ventilating, air conditioning and refrigeration systems, building controls and automation, and fire and security systems leading to safer, smarter, sustainable and high-performance buildings. UTC Climate, Controls & Security is a unit of United Technologies Corp., a leading provider to the aerospace and building systems industries worldwide.

The Fire and Security Products group at UTC Climate, Controls & Security develops a comprehensive product portfolio to protect buildings, people and assets; providing innovative security products that include advanced software and hardware, IP solutions, wireless communications, electronic locking systems and mobile applications, fire extinguishers, carbon monoxide and smoke detectors, and fire suppression systems. Among its leading brands are Lenel, Interlogix, Supra, Onity, Kidde, Fenwal and Marioff offering robust security and life safety systems, affordable, flexible lock and key management solutions, and fire safety equipment and systems.

The Customer Service Representative is responsible for providing world-class support to customers in order to fulfill their needs and inquiries regarding products, services and customer processes. Provide customer support via telephone and email to customers. Work to retain and encourage increased business from customers by efficiently and courteously satisfying the customer’s needs on an ongoing basis. The Customer Service Representative will be responsible for the following duties :

  • Manage customer inquiries: respond to customer inquiries via telephone, internet, email, and/or fax to fully resolve customer questions and issues related to orders, Return Material Authorizations (RMA’s), product availability, pricing, etc. including providing status updates, order follow-up, and delivery updates

  • Process orders and RMA requests in Oracle

  • Enter new sales orders into billing system (Oracle). Order replacement products and RMA requests, and track shipment of those products. Place follow-up calls to ensure customer satisfaction

  • Maintain customer data to ensure customer information is accurate and up-to-date

  • Handle inquiries in a timely and effective manner, while projecting a courteous and professional image.

  • Train and mentor: may orient, train, and mentor other employees

  • Maintain a high level accuracy with respect to data entry activities

  • Manage and maintain the phone and email queues to meet customer support goals and response-time metrics

  • Follow pre-defined procedures to identify, evaluate, solve and escalate customer issues

  • Follow and maintain quality standards for process improvement

  • Drive continuous improvement to the customer service process and tools

  • Generate product replacement and new orders and invoicing or warranty service and notify boards, hotel management/owners/operators, and/or property management services of those replacements/orders

  • Provide prospective and current customers information regarding product functionality, application and pricing through both written and verbal (by phone) communication

  • Assist customers with product failure and return processing issues

  • Aid in the facilitation of the order fulfillment process by notifying customers of back-order situations, processing expedited orders, tracking orders , and other follow-up functions for shipping or order fulfillment.

  • Apply established customer satisfaction skills to resolve issues with end users and create a positive image.

  • Follow call-handling procedures to assure uniform support within the goals of the department

Qualification:

  • Must have a minimum of two years prior customer service, call center, help desk, or data entry experience.

  • Must have strong customer service soft-skills

  • Must have excellent verbal and written communication skills

  • Excellent listening skills and ability to assess and respond to customer's needs

  • Detail-oriented with the ability to keep accurate records of communication with customers

  • Must be flexible to work any schedule Monday-Friday 5 AM to 5 PM (PST)

  • Experience with Oracle ERP

  • Bilingual in Spanish

  • Proficient in Microsoft Office applications

  • Call Center experience

Education:

  • Must have a minimum of High School diploma/GED

United Technologies Corporation is An Equal 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 or veteran status, age or any other federally protected class.

Qualification:

  • Must have a minimum of two years prior customer service, call center, help desk, or data entry experience.

  • Must have strong customer service soft-skills

  • Must have excellent verbal and written communication skills

  • Excellent listening skills and ability to assess and respond to customer's needs

  • Detail-oriented with the ability to keep accurate records of communication with customers

  • Must be flexible to work any schedule Monday-Friday 5 AM to 5 PM (PST)

  • Experience with Oracle ERP

  • Bilingual in Spanish

  • Proficient in Microsoft Office applications

  • Call Center experience

United Technologies Corporation is An Equal 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 or veteran status, age or any other federally protected class.