Job description

About Us

Founded in 1985, Empire represents a comprehensive and complementary range of equipment for leading manufacturers. Products include ice machines, gas cooking equipment, refrigeration equipment, water treatment systems, walk-ins and microwaves. Empire has cultivated deep relationships with our vendor partners who are market leaders in their product niche. Our sales and marketing staff have hundreds of years combined experience as manufacturer representatives and distributor sales reps.

Our Mission

Empire’s mission is to provide the world-class customer experience in the Food Service Industry, by offering the broadest range of products and services, technical expertise and dependable supply chain in every market we serve. From humble beginnings, Empire has grown to be a leader in food service industry, with a focus on being the best. The Empire team has a passion for serving our customers with the highest level of integrity and we are committed to the development of our associates. These core values define our culture and can be experienced each and every day in the way we conduct business with our customers, vendors and fellow associates.

We are looking for a customer-oriented service representative. A customer service representative, or CSR, will act as a liaison, provide product/services information 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. Customer service representatives can put themselves in their customers’ shoes and advocate for them when necessary. Customer feedback is priceless, and these CSRs can gather that for you. Problem-solving comes naturally to customer care specialists. They are confident at troubleshooting and investigate if they don’t have enough information to resolve customer complaints. The target is to ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction.

Responsibilities

• Manage incoming sales calls and process orders for shipment
• Identify and assess customers needs to achieve satisfaction

• Build sustainable relationships and trust with customer accounts through open and interactive communication
• Provide accurate, valid and complete information by using the right methods/tools
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution

• Keep records of customer interactions, process customer accounts and file documents
• Follow communication procedures, guidelines and policies
• Take the extra mile to engage customers

Skills

• Proven customer support experience or experience as a client service representative for a distribution business
• Strong phone contact handling skills and active listening
• Customer orientation and ability to adapt/respond to different types of characters

• Excellent communication and follow up skills
• Ability to multi-task, prioritize, and manage time effectively
• Must be dependable and punctual to work
• High school degree

Work Remotely

• No

Job Type: Full-time

Pay: $33,000.00 - $35,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Disability insurance
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Education:

• High school or equivalent (Required)

Experience:

• Customer Service/Sales: 3 years (Required)

Work Location: One location

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