Now Hiring - Contact Support Representative in Broomfield, CO

The contact support representative is responsible for providing effective customer service for all internal and external customers by using excellent, in-depth knowledge of company products and programs as well as communicating effectively with team members within the customer service department. The support center handles all calls for the company. The contact support representative representative is required to take a large volume of telephone calls, especially for taking orders and providing customer service. Cooper is upbeat and fast paced! Our call center takes up to 60 - 100+ calls a day not including out bound calling.

Important Qualities

Communication skills. Customer service representatives need strong communication skills to answer customers clearly. They must understand and communicate information effectively.

Customer-service skills. Companies rely on representatives to help retain customers by answering customer questions and complaints in a helpful and professional manner.

Interpersonal skills. Creating positive interactions with customers is an essential part of a representative’s job. At Cooper we WOW our customers!

Listening skills. Representatives must listen carefully and understand a customer’s situation in order to help them.

Patience. Workers should be patient and polite, especially when interacting with difficult or upset customers.

Problem-solving skills. Representatives must determine solutions to a customer’s problem. By resolving issues effectively, representatives contribute to customer loyalty and retention.

Competencies

• Customer/Client Focus.
• Problem Solving/Analysis.
• Time Management.
• Communication Proficiency.
• Teamwork Orientation.
• Attention to Detail.

Work Environment

This job operates in a professional office environment and reports directly to the Support Center Manager. This role routinely uses standard office equipment such as computers, phones, photocopiers, and printers/scanners. Professionalism is required and manners.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job. The employee is frequently required to sit, stand; walk; use hands and reach with hands and arms.

Position Type and Expected Hours of Work

This is a full-time position for a support center that operates Monday - Sunday. The candidate must be available to work a rotating schedule Monday - Sunday between the hours of 7am - 7pm.

Required Education and Experience

• 2 year Customer service experience
• Call center experience
• Computer experience
• Type 45 wpm
• HVAC experience & knowledge preferred, but not required

Responsibilities

• Identify and assess customers’ needs to achieve satisfaction
• Build sustainable relationships of trust through open and interactive communication
• Provide accurate, valid and complete information by using the right methods/tools
• Detail Oriented
• Meet personal/customer service team sales targets and call handling quotas
• Handle complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
• Keep records of customer interactions, process customer accounts and file documents
• Follow communication procedures, guidelines and policies
• Take the extra mile to engage customer
• Fast pace
• Resolve customer complaints via phone, email, mail, or social media.
• Use telephones to reach out to customers and verify account information.
• Greet customers warmly and ascertain problem or reason for calling.
• Cancel or upgrade accounts.
• Assist with placement of orders, refunds, or exchanges.
• Advise on company information.
• Take payment information and other pertinent information such as addresses and phone numbers.
• Place or cancel orders.
• Answer questions about warranties or terms of sale.
• Suggest solutions when a product malfunctions.
• Attempt to persuade customer to reconsider cancellation.
• Inform customer of deals and promotions.
• Sell products and services.
• Utilize computer technology to handle high call volumes.
• Work with customer service manager to ensure proper customer service is being delivered.
• Close out or open call records.
• Compile reports on overall customer satisfaction.
• Read from scripts.

Job Types: Full-time, Part-time

Pay: $18.00 - $20.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Shift:

• 8 hour shift
• Day shift
• No nights
• Rotating shift

Weekly day range:

• Monday to Friday
• Rotating weekends

Work setting:

• In-person

Work Location: In person