Russell Tobin
Job Title:
Account Representative - ENT/Staff Tech, Customer Service Location: East Syracuse.NY,13057 Start Date: ASAP Duration: 6 Months+ Position Summary We are seeking a motivated and process-oriented
Staff Technician, Customer Service
to join our dynamic Customer Care Center team. This role is responsible for providing outstanding support to distributors seeking aftermarket replacement components. You will be part of a
high-volume, fast-paced, and metric-driven environment
focused on delivering
exceptional customer satisfaction and first-call resolution . Key Responsibilities: Deliver top-tier customer support to distributors, including assistance with parts selection, ordering, pricing, availability, delivery expediting, dispute resolution, and limited technical guidance. Manage all inbound account interactions through phone and written communication channels. Provide superior follow-up and support to distributors and sales managers to ensure a seamless customer experience. Collaborate closely with internal departments to resolve customer issues and improve process efficiency. Communicate effectively with Service Managers, Parts Counter Personnel, and Distribution Teams to build and maintain strong business relationships. Participate actively in Carrier Excellence and continuous improvement initiatives within the department. Generate and manage multiple reports, combining data from various sources for process tracking and performance evaluation. Required Qualifications & Skills: Proven experience in a customer service or call center environment; ability to manage 6070 calls/cases per day while maintaining professionalism and responsiveness. Proficiency with CRM systems (Salesforce preferred) and phone tools. Working knowledge of SAP, Salesforce, PIC, and Windchill systems preferred. Familiarity with Residential and Commercial HVAC applications and ability to read basic technical drawings is a plus. Strong written and verbal communication skills with a customer-first mindset. Excellent proficiency in Microsoft Office Suite (Word, Excel, Outlook). Strong analytical abilities, accuracy, and attention to detail. High sense of urgency and exceptional organizational and multitasking skills. Creative problem-solving and conflict-resolution capabilities. Self-motivated, adaptable, and able to work effectively under changing business demands. Spanish language proficiency is an advantage.
Account Representative - ENT/Staff Tech, Customer Service Location: East Syracuse.NY,13057 Start Date: ASAP Duration: 6 Months+ Position Summary We are seeking a motivated and process-oriented
Staff Technician, Customer Service
to join our dynamic Customer Care Center team. This role is responsible for providing outstanding support to distributors seeking aftermarket replacement components. You will be part of a
high-volume, fast-paced, and metric-driven environment
focused on delivering
exceptional customer satisfaction and first-call resolution . Key Responsibilities: Deliver top-tier customer support to distributors, including assistance with parts selection, ordering, pricing, availability, delivery expediting, dispute resolution, and limited technical guidance. Manage all inbound account interactions through phone and written communication channels. Provide superior follow-up and support to distributors and sales managers to ensure a seamless customer experience. Collaborate closely with internal departments to resolve customer issues and improve process efficiency. Communicate effectively with Service Managers, Parts Counter Personnel, and Distribution Teams to build and maintain strong business relationships. Participate actively in Carrier Excellence and continuous improvement initiatives within the department. Generate and manage multiple reports, combining data from various sources for process tracking and performance evaluation. Required Qualifications & Skills: Proven experience in a customer service or call center environment; ability to manage 6070 calls/cases per day while maintaining professionalism and responsiveness. Proficiency with CRM systems (Salesforce preferred) and phone tools. Working knowledge of SAP, Salesforce, PIC, and Windchill systems preferred. Familiarity with Residential and Commercial HVAC applications and ability to read basic technical drawings is a plus. Strong written and verbal communication skills with a customer-first mindset. Excellent proficiency in Microsoft Office Suite (Word, Excel, Outlook). Strong analytical abilities, accuracy, and attention to detail. High sense of urgency and exceptional organizational and multitasking skills. Creative problem-solving and conflict-resolution capabilities. Self-motivated, adaptable, and able to work effectively under changing business demands. Spanish language proficiency is an advantage.