Customer Service Representative (Utilities)

We are seeking a Customer Service Representative to join our team in Orlando! As a Customer Service Representative, you will respond to customer inquiries by telephone, e-mail and/or walk-ins to provide inquiry or problem resolution. You will resolve mostly routine and some non-routine, more complex problems and communicates solution or requested information to the customer. You will analyze a customer's service needs and refer to other service or technical departments for follow up as needed. 

Responsibilities:

• Support customer base by answering questions, concerns, account inquiries as well as handling customer complaints.
• Obtains orders through email and telephone calls, verifies and enters items, transfers orders to fulfillment, explains stock-outs and expected delivery dates.
• Reviews backorders for related items, and checks customer’s buying history. 
• Identifies ways for continuous improvement of processes. 
• Reviews open customer order reports and takes action on open items, including those items that may be at risk in meeting customer’s promised delivery date and associated customer notification. 
• Serve as primary liaison with customers to allow seamless business practices between company and internal and external customers
• Work with Accounts Receivable to fix invoice discrepancies
• Navigate through customer systems with speed and accuracy and stay familiar with changes to systems

Qualifications:

• High School Degree or Equivalent required
• Associates’ Degree (U.S.)/College Diploma (Canada) preferred
• 2-4 years of relevant experience
• Solid interpersonal skills that allow one to work effectively in a diverse working environment
• Able to effectively communicate both verbally and in writing
• Able to work well under pressure
• Strong attention to detail
• Able to deal with people sensitively, tactfully, diplomatically, and professionally at all times
• Computer literate, including effective working skills of MS Word, Excel, and e-mail

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This amount is what we reasonably believe we will pay for the position; however, offer amounts may vary based on factors such as geographic location, relevant education, experience, qualifications, skills, shift, or any collective bargaining agreements.
For eligible positions, compensation may include participation in a bonus or sales incentive plan, subject to the terms and conditions of the applicable plan documents. For certain sales roles, Wesco also offers a commission structure that provides additional compensation based on sales results, as defined by the applicable commission plan.  Depending on the role, equity and other forms of compensation may also be provided as part of the total compensation package.
In addition, Wesco offers a benefits program for eligible employees, which may include paid time off, medical, dental, and vision coverage, and retirement savings plans. Additional details about benefits are available here.