Description:nnManage large amounts of incoming calls Generate sales leads Identify and assess customer’s needs to achieve satisfaction Build sustainable relationships and trust with customer accounts through open and interactive communication Provide accurate, valid and complete information by using the right methods/tools Meet personal/customer service team sales targets and call handling quotas Handle customer 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 customersnnSummary:nnWe are Customer Service for Client’s ICP family of brands. We serve all North America, including Canada. Our customer base are distributors of our equipment.nnAgents could take up to 50 calls per day and log each call in our system as well as entering up to 50 transactions in our system.nnWhat we help them with:nn• Dealer referrals to distributorsnn• Provide customers with order information, assistancenn• Product support: Parts and Equipmentnn• Transactional: Orders, Claims and Invoicingnn• Act as a switchboard for the company- we use a database to help us refer customers to the appropriate departmentnn• Customer inquiries are triaged by Tier 1 and transferred to the Tier 2 representativesnn• Agents are also responsible for triage and assistance of internal customer requests. Identify if a customer need can be met or will it require a case transfer to Tier 2.nnSpecific Responsibilities for this position may include:nnAnswer incoming calls and respond to customers emailsnnRoute calls to appropriate resourcesnnDocument all call information according to standard operating proceduresnnEntering accurate ordering information into a company system.nnComfortable working in fast-paced environmentsnnStrong time management and organizational skillsnnProficiency in Microsoft Office Products (Excel, Word)nnFamiliarity with SAP and Call Center, and Sales Force a plusnnThe ideal candidate will be a high energy, dynamic individual looking for an opportunity to join a diverse organization in a very competitive environment.nnSuccessful candidates will have:nnAbility to analyze unlike information and draw conclusions/recommendationsnnStrong verbal, written and inter-personal communication skillsnnProficiency in MS Office toolsnnHigh degree of self-motivation to address and improve business needs.nnSense of urgency, self-initiative, commitment and sense of ownership is a must.nnSuperior follow-up and follow-through skillsnnHighly organized and flexible with the ability to prioritize their individual time while balancing customer’s demands and requirements to meet company objectives and goals.nnAdditional Job Specifications:nnTraining is 6 weeks long. Half of the time will be classroom training, the second half will be hands on with our systems.nnSchedule: Regular hours are Monday-Friday 8- 4:30 pmnn• Agents must type 60+ WPMnn• Excellent customer service skillsnn• Strong written and oral communication skillsnn• Experience in MS Officenn• Familiarity with SAP and Sales Force a plusnnTyping tests and call center background tests a plus, but not required.nnAbout US Tech Solutions:nnUS Tech Solutions is a global staff augmentation firm providing a wide range of talent on-demand and total workforce solutions. To know more about US Tech Solutions, please visit ( .nnUS Tech Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.