Customer Service Representative

Galco Industrial Electronics, Inc., located in Madison Heights, Michigan, is a leading provider of industrial and commercial electrical and electronic controls, automation and motion products, repair, and engineering services. Galco serves commercial and industrial businesses, contractors, government agencies, institutions, and utilities across the country. 

We are seeking a Customer Service Representative, or CSR, which will act as a liaison, provide product/services information, answer questions, and resolve any emerging problems that our customer accounts might face with accuracy and efficiency.   

You are best suited to become a Galco CSR if you are genuinely excited to help customers. You are patient, empathetic, and passionately communicative. You love to talk and understand the value of good communication skills. Customer service representatives can put themselves in their customers’ shoes and advocate for them when necessary. Customer feedback is priceless, and these our CSRs can gather that for feedback. Problem-solving and multi-tasking also comes naturally to our CSR’s. They are confident at troubleshooting and investigate if they don’t have enough information to answer customer questions or resolve complaints. 

The target is to ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction. 

Responsibilities 

• Manage large amounts of incoming phone calls 
• 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. 
• Meet personal/customer service team sales targets and call handling quotas. 
• 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 

Requirements and skills 

• Proven customer support experience or experience as a Client Service Representative 
• Track record of over-achieving quota 
• Strong phone contact handling skills and active listening 
• Familiarity with CRM, P21 is a PLUS systems and practices. 
• Customer orientation and ability to adapt/respond to different types of characters. 
• Excellent communication and presentation skills 
• Ability to multi-task, prioritize, and manage time effectively. 
• Technical aptitude is a strong plus 
• High school diploma