Customer Service Representative

About us

East Coast Marketing Group represents a comprehensive range of premium plumbing, heating, HVAC, and decorative showroom products from the start to finish of any project. We work within the following avenues:

• Residential
• Commercial
• Decorative Showroom
• Sewer & Drainage

**Candidate must be able to train on site in Wilkes-Barre, PA. We anticipate training to be completed within 1-2 months, until new hire feels comfortable and autonomous in position. Fully remote position once training is complete.**

East Coast Marketing Group is currently seeking a candidate to fulfill our open role of Customer Service Representative, or CSR. The Customer Service Representative is responsible for executing all office operations and must be customer oriented. A CSR will act as a liaison, provide product/services information, answer questions, and resolve any emerging problems that our customer accounts might face with accuracy and efficiency. The best CSRs are genuinely excited to help customers. They’re patient, empathetic, and passionately communicative. They love to talk and understand the value of good communication skills. Customer Service Representatives can put themselves in their customers’ shoes and advocate for them when necessary. The ability to proactively problem-solve is important when it comes to being a CSR. An ideal CSR is confident at troubleshooting and will investigate at great lengths to answer customer questions or resolve complaints. The target is to ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction.

Responsibilities

• Provide accurate, valid and complete information about products, pricing, and availability
• Work with internal departments to meet customer needs
• Data entry across various platforms
• Manage incoming phone calls and emails
• Identify and assess customers’ needs to achieve satisfaction
• Build sustainable relationships and trust with customer accounts through open and interactive communication
• Handle customer inquiries, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
• Keep and maintain records of customer interactions, process customer accounts and file documents
• Follow communication procedures, guidelines and policies
• Take the extra mile to engage customers

Requirements

• At least 1 year of relevant work experience
• Strong phone contact handling skills and active listening
• Customer orientation and ability to adapt/respond to different types of characters
• Excellent communication and presentation skills
• Ability to multi-task, prioritize, and manage time effectively
• High School diploma
• On Site training until candidate feels comfortable and autonomous in position. Fully remote position once training is complete.

Benefits:

• Medical Insurance
• 401k

Job Type: Full-time

Pay: $26,000.00 - $30,000.00 per year

Benefits:

• 401(k)
• Health insurance
• On-the-job training

Experience level:

• 1 year

Shift:

• 8 hour shift
• Day shift

Weekly day range:

• Monday to Friday

Work setting:

• Remote

Application Question(s):

• Can you please confirm that you are able to train at our Wilkes-Barre, PA office? Once training is complete, the role will then be completely remote. We anticipate training to be 1-2 months on site and training will conclude once the trainee feels comfortable and autonomous in the position.

Location:

• Pennsylvania (Required)

Work Location: Remote