Customer Rep II

InterMetro Industries is seeking a Customer Service Representative II (CSR II) for our Corporate HQ located in Wilkes-Barre, PA. The Customer Service Rep II provides consistent, exceptional support of daily activities with customers, sales representatives, internal customers and department members in maintaining proper level of service. This position has assigned territory responsibilities. 

We are seeking an individual who enjoys being a valued member of a driven team, building positive and collaborative relationships, managing multiple priorities in a fast paced environment, and opportunities to develop your skills and expertise.  

Primary Responsibilities:

1. Provide timely support via phone, email or live chat to customers regarding orders, product, services, problem situations or other inquiries.
2. Refer customers to CS Supervisors or designated resource as required.
3. Record details of customer contacts and actions taken.
4. Manage assigned territory.
5. Handle RMA’s.
6. Work closely with the credit department to resolve disputed credit items.
7. Provide feedback to company on the efficiency of the customer service process, product/service failures or customer concerns.
8. Possess knowledge and understanding of the Code of Business Ethics. Contribute to a workplace environment that is conducive to the maintenance of the Code. Remain alert and sensitive to situations that could result in actions by an employee that are illegal, unethical, in violation of the Code or the policies and procedures that support the Code. Report actual or perceived violations of the Code or Company policies and procedures for appropriate action.
9. Other duties as assigned. 

1. High School Diploma or GED
2. Five years of customer service experience
3. Good mathematical skills 
4. Good working knowledge of Microsoft Office Suite, particularly Outlook and Excel 
5. Excellent communication and time management skills
6. Ability to learn and retain large amounts of complex information to provide customer solutions 
7. Comfortable with a long learning curve
8. The ability to multi task in a fast paced high volume environment is essential
9. The ability to work independently and in a team environment.  
10. The ability to use logic resulting in good decision making ability.  
11. Good problem solving and reasoning ability

What We offer! 

• Growth potential 
• Ability to make an impact in an industry leading organization
• Health & wellness offerings 
• Excellent benefit package
• Employee developmental programs  
• Challenging and fun atmosphere: we love what we do, take pride in our work, and have fun doing it! 

InterMetro Industries is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, race, color, religion, national origin, age, marital status, political affiliation, sexual orientation, gender identity, genetic information, disability or protected veteran status. We are committed to providing a workplace free of any discrimination or harassment.

No calls or agencies please. InterMetro Industries will only employ those who are legally authorized to work in the United States. This is not a position for which sponsorship will be provided. Individuals with temporary visas such as E, F-1, H-1, H-2, L, B, J, or TN or who need sponsorship for work authorization now or in the future, are not eligible for hire.

Relocation assistance is not available for this position. If you need an accommodation to apply for this position, please email [email protected]. 

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