Customer Service Representative I/ Front Line Associate
ASSA ABLOY Group, New Haven, CT, United States
About the Role
The Customer Experience Rep I serves as the first point of contact for callers needing assistance with any of our products or services. This role is responsible for delivering exceptional service, providing information, coordinating requests, and ensuring the caller’s experience is welcoming and efficient.
Customer Service Tier I acts as a central resource for both callers and internal teams, helping maintain smooth daily operations by anticipating needs and proactively resolving issues. This position reports to the Customer Service Manager in New Haven, CT and the hours are 9 a.m. – 6 p.m. on a rotational basis.
What You’ll Be Doing
Greeting callers warmly and professionally
Providing information that adequately addresses the caller’s needs, negating the need to transfer the call where possible
Routing necessary calls accurately the first time
Learning the required tools to assist callers in a timely and efficient manner
Assisting the CSM where required to continuously improve the caller’s experience
Tools You’ll Use
Connect – Website – DFIS
Price Book/Catalog
RedMap
ChatBot
What We’re Looking For
Associate’s degree required
Comfortable learning new computer software
Prior experience in customer service or technical support roles
Excellent verbal and written communication skills
Strong multitasking and organizational abilities
Proficiency with Microsoft Office and common office systems
Passion for helping others and ease handling a wide variety of calls
Sound judgment in selecting methods and techniques for obtaining solutions
Preferred Skills
Friendly, approachable, and service‑oriented attitude
Strong problem‑solving skills
Strong communication and time‑management skills
Experience with Brightmetrics, ShoreTel, or modern call handling software is a plus
What We Offer
Competitive compensation and benefits package including multiple healthcare options, tuition reimbursement, and matching 401(k)
Generous holiday schedule and paid time off to refresh and recharge
Employee pricing on products and discount programs for travel, entertainment, and more
Diversity and Inclusion
We are an equal opportunity employer. We value diverse, inclusive teams and encourage individuals of all backgrounds to apply.
#J-18808-Ljbffr
The Customer Experience Rep I serves as the first point of contact for callers needing assistance with any of our products or services. This role is responsible for delivering exceptional service, providing information, coordinating requests, and ensuring the caller’s experience is welcoming and efficient.
Customer Service Tier I acts as a central resource for both callers and internal teams, helping maintain smooth daily operations by anticipating needs and proactively resolving issues. This position reports to the Customer Service Manager in New Haven, CT and the hours are 9 a.m. – 6 p.m. on a rotational basis.
What You’ll Be Doing
Greeting callers warmly and professionally
Providing information that adequately addresses the caller’s needs, negating the need to transfer the call where possible
Routing necessary calls accurately the first time
Learning the required tools to assist callers in a timely and efficient manner
Assisting the CSM where required to continuously improve the caller’s experience
Tools You’ll Use
Connect – Website – DFIS
Price Book/Catalog
RedMap
ChatBot
What We’re Looking For
Associate’s degree required
Comfortable learning new computer software
Prior experience in customer service or technical support roles
Excellent verbal and written communication skills
Strong multitasking and organizational abilities
Proficiency with Microsoft Office and common office systems
Passion for helping others and ease handling a wide variety of calls
Sound judgment in selecting methods and techniques for obtaining solutions
Preferred Skills
Friendly, approachable, and service‑oriented attitude
Strong problem‑solving skills
Strong communication and time‑management skills
Experience with Brightmetrics, ShoreTel, or modern call handling software is a plus
What We Offer
Competitive compensation and benefits package including multiple healthcare options, tuition reimbursement, and matching 401(k)
Generous holiday schedule and paid time off to refresh and recharge
Employee pricing on products and discount programs for travel, entertainment, and more
Diversity and Inclusion
We are an equal opportunity employer. We value diverse, inclusive teams and encourage individuals of all backgrounds to apply.
#J-18808-Ljbffr