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CMS Nextech Customer Service Leader - Night Shift in Melbourne, Florida

CMS Nextech is Growing. Join Our Team Today!!!

Overview:

Since our beginning in 1992, CMS Nextech and its employees have been driven to provide customers the best service and solutions in the commercial HVAC/R industry. As we’ve grown, CMS Nextech has become the nation’s largest self-performing commercial contractors by leading the industry in technology and customer satisfaction. Come join our growing team of over 600 employees nationwide!

Role:

The Customer Service Lead will be the liaison between CMS Nextech and its current and potential customers. In this role, the candidate will provide excellent customer service in every interaction while assisting customers/potential customers with any issues, complaints or inquiries. The lead will help direct daily tasks and assignments to the team.

This is not your typical Call Center position. Candidates should have excellent administrative skills as they will be investigating customer questions and emailing them directly. Proven experience with written correspondence is required.

Responsibilities:

  • Answer incoming phone calls and emails

  • Data entry of new service calls, updating notes in the company system, entering quotes, etc.

  • Provide regular two-way communication between customer and operations, to provide strong team representation and set proper customer expectations

  • Checking technicians in/out from service calls

  • Open Service Calls: general inquires, scheduling assistance, ETA updates, vendor meets, parts, assistance with technician notes, quotes, after-hour support, online platforms updates, and IVR assistance

  • Direct daily tasks and assignments to the team

  • Manage and escalate any personnel concerns to the Customer Service Manager.

Hours:

  • Evening Shift (4PM-1AM) Evening Shift

  • Both weekend days are required as a part of your normal schedule.

Qualifications:

  • Positive personality that works well with a team

  • Demonstrate stable and successful work history in customer service role

  • Demonstrated experience providing written correspondence to customers via Microsoft Outlook

  • Proficient in Microsoft Office

  • 40+ WPM typing skills

  • Ability to multi-task

  • Skilled in developing relationships with clients

  • Well-organized, self-motivated, and proactive

  • Deliver high level customer satisfaction on a consistent basis

  • Able to be a problem solver and able-bodies thinker

  • Able to motivate a lead a team successfully

Physical requirements:

  • Able to reliably commute to our Melbourne, FL office. Remote work is not available at this time.

  • Able to operate a computer and other office productivity machinery, such as a copy machine, telephone and computer printer.

  • Able to sit at a computer for up to 8 hours

  • Excellent interpersonal communication skills, both written and verbally

Requisition ID: 2021-1151

External Company URL: https://www.cmsnextech.com/

Telecommute: No

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