Customer Service Representative

We believe power is a promise - a shared commitment to be there for others when it matters most.
For more than 65 years, we've turned big ideas into solutions that help protect homes, strengthen businesses and build a more resilient, efficient, sustainable energy future.
Ready to Power a Smarter World with us?
Primary Purpose
The Customer Service Representative is a key contributor in delivering Generac’s “Customer First” promise. Being a Customer Experience Representative requires understanding of internal departments and key personnel to provide customers with a direct point of contact or resolve directly. This role is responsible for providing excellent customer care by using knowledge of resources to provide accurate information, answer questions and ensure final resolution.
Work Hours: 10:00am to 7:00pm
Major Responsibilities
Customer satisfaction
Receives and documents all customer interactions in real time
Corresponds to customer interactions via email, phone, text or chat
Maintains contact center metrics including customer satisfaction, productivity and adherence
Responds to and resolves customer inquiries and issues
Assists customers with documentation or connecting with the department or personnel that can provide.
Seeks out answers to customer questions utilizing tools available.
Escalates more complex inquiries or complaints appropriately to specialized teams
Maintain Outlook email inbox, calendar, and tasks regularly
Other duties as assigned and the following:
Flexible to work overtime hours to meet customer & business need
Data entry
Minimum Job Requirements
Education
High School Diploma or GED
Certification / License
Work Experience
1 year experience in a customer service role
Knowledge / Skills / Abilities
Results Oriented: Achieves successful outcomes
Supportive: Provides encouragement to peers
Disciplined: Ability to reliably adhere to policy and process
Forward thinking: Continuous Improvement mindset
Ability to de-escalate: Conflict resolution skill set
Coachable: Open to learning and development
Responsibility: Accountability for honest and ethical conduct
Receptiveness: Open to receive information and its potential value
Empathy: The ability to express other experiences
Independent Initiative: Ability to think for themselves and act when necessary
Analytical Thinking: Ability to identify problems and solution
Communication: Excellent verbal and written communication skills
Preferred Job Requirements
Education
Certification / License
Work Experience
Contact Center experience
Experience handling a high volume of inbound calls
Office Platform: Basic use of Microsoft Office Suite including teams, outlook, calendar
Bilingual Spanish is a perk
Physical Requirements and Working Conditions
While performing the duties of this job, the employee is regularly required to talk and hear; and use hands to manipulate objects or controls. The employee is regularly required to stand and walk. On occasion, the incumbent may be required to stoop, bend, or reach above the shoulders. The employee must occasionally lift up to 25 pounds. Specific conditions of this job are typical of frequent and continuous computer-based work requiring periods of sitting, close vision, and the ability to adjust focus. Occasional travel. This position requires the ability to be able to get around the Metro NYC area predominantly with mass transit means, and be available as a value-added contributor in a host of challenging environments typical of inner-city projects, including exposure to various urban elements.
“We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, disability status, protected veteran status, or any other characteristic protected by law.”