Summary of Duties

American Cooling Solutions - ACS, Customer Service Representative assists dealer/distributor customers with ordering products and addressing any issues while maintaining a high customer retention level. The Associate will be responsible for taking incoming calls from our customer base and addressing customer product issues and concerns with the company. The successful candidate will be required to develop a comprehensive understanding of our customer service policies and know when issues need to be escalated to the management staff for resolution. The Associate will also assist in the development, execution and delivery of digital and print content across all our channels. The Associate will play a key role in the success of our inbound and outbound marketing campaigns. The ideal candidate should know how to apply data analytics to optimize ACS web content. The candidate will be a solid leader, clear communicator and possess great analytical skills.

Responsibilities

• Oversee dealer / distributor accounts and be the point of contact for distributors, placing orders and communicating order status.
• Work with the order fulfillment team to prioritize distributor shipments and schedule daily ship lists
• Process customer orders and input inventory transactions
• Answer incoming customer phone calls, emails, and social media chat communications.
• Assist customers as needed with product questions and order placement. Customer will include the general public, repair shops, parts dealer and distributor, original equipment manufacturers and government agencies.
• Update the company database by inputting information from each call and keeping every customer field current
• Work on special short-term projects to offer customized support for new products or products at end-of-life
• Monitor the customer satisfaction levels and develop methods for increasing them
• Assist in creating ways for delivering excellent customer service to irate or problematic customers
• Stay updated on industry trends and make recommendations on content strategy as needed. Assist with the planning and execution of strategy content that drives high engagement with customers

Qualifications & Skills

• Recent college graduate in the field of Marketing preferred
• 2+ years' experience in a customer service and content marketing
• Manufacturing experience preferred
• Understanding of content marketing tactics, such as SEO, digital advertising and social media marketing
• Demonstrated ability to lead content marketing campaigns
• Strong Google Analytics, WordPress and Adobe Creative Suite skills
• Ability to take (shoot) product photos
• Ability to create and place content and listings on multiple ecommerce platform
• Excellent written and verbal communication skills
• Proficiency with MS Office; specifically with Word and Excel
• Ability to work well in a team environment
• Strong sense of professionalism and discretion required

Job Type: Full-time

Pay: $18.00 - $24.00 per hour

Benefits:

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

Schedule:

• 10 hour shift
• 8 hour shift

Education:

• Bachelor's (Preferred)

Experience:

• Production & Assembly Occupations: 2 years (Preferred)

Work Location: One location

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