Customer Service Representative I

Who we areCMC North America is a leader in selling and servicing specialized access equipment in North America. Our main products include tracked Mobile Elevating Work Platforms (MEWPs), trailers, and articulating loaders. We are the exclusive distributor of CMC aerial lifts in North America and we love it! We have a passion for helping businesses work safely, efficiently and in some of the most hard to reach places you can imagine.What we doAt CMC North America, we enable our customers to grow their businesses by offering a high-quality, unique product. We back that with our first class customer experience!Our Service team provides lift inspections, warranty claims, service and preventative maintenance. We provide services both at our Massachusetts headquarters or in the field, right where our customers are.The jobOur Customer Service Agents are our first point of contact for customers or dealers needing assistance.Customer Service Agents receive customer phone calls, emails, social media messages, etc and turn them into solutions for our customers.The agent will open cases for a customer, route a customer to a dealer or other department, process payments, assist in scheduling service, answer frequently asked questions as needed.Working for the Customer Service Manager, Customer Service Agents build a relationship with our customers and help ensure that our customers get the solutions they need quickly and effectively.Who we are looking forWe are looking for a bright, energetic and organized individual to take on this exciting opportunity! If you are professional on the phone, enjoy interacting with customers and love helping others, this is the job for you! Having a clear customer experience focus and strong project management skills will bring you great success in this role.We are looking for someone with strong technical skills. We’re pretty advanced in technology to help serve our customers. If being on the cutting edge of customer service systems excites you, then this is a great opportunity for you.We have an amazing team of experienced Service, Sales, and Training personnel.If you like working on teams of driven individuals who love what they do, this is the right place for you!Job ResponsibilitiesReceive customer phone calls, emails, etc and turn them into solutionsOpen cases in our case management system and ensure they get assigned to the right team for resolutionAnswer frequently asked questions and provide resources to customersEnsure customer contact and lift ownership information is up to dateFollow-up with customers to ensure the work has met their expectationsProcess customer invoices, billing, payments, work order tags etc as needed by the teamWork with internal teams to build hand-off procedures to ensure that customers get to a resolution quickly and on the first callAssist the service team as neededRequirementsOrganized and able to prioritize issues appropriatelyDemonstrated level of excellence with customer communication and follow-upStrong computer, phone, and software skillsDesired QualificationsExperience with Salesforce.comExperience in a call center or other customer facing roleAbility to speak Spanish, Portuguese, or Italian is a plusAbout Our BenefitsWe take care of you, so you can take care of what matters most—our customers, our team, and yourself. Our comprehensive benefits package includes:Medical, Dental & Vision InsuranceCompany-Paid Life & Short-Term DisabilitySupplemental Life Options401(k) Retirement Plan & Flexible Spending Account (FSA)Critical Illness, Accident & Hospital Indemnity InsuranceLegal & Pet InsuranceEmployee Assistance Program (EAP)7 Paid Holidays + 3 Floating HolidaysGenerous PTO & 40 Hours of Wellbeing Time OffTuition Reimbursement (with approval)Professional Development Opportunities