Contact Management Representative

Ingersoll Rand is a $8 billion diversified industrial firm providing integrated solutions to industries ranging from transportation and manufacturing to food retailing, construction and agriculture. Driven by a 100-year-old heritage of technological innovation, we help companies be more productive, efficient, and innovative. We have opportunities for career growth through our diverse businesses, which manufacture many well-recognized brands including Schlage, Club Car, Thermo King, Hussmann, and Ingersoll Rand. In every line of business-from climate control to security-Ingersoll Rand enables companies and their customers to inspire progress. For more information about Ingersoll Rand visit www.ingersollrand.com

From its market-leading electronic and biometric access control systems to personal scheduling systems and architectural hardware such as steel doors and frames, our Security Technologies sector helps make the places we live, work and play safe, secure and productive.


Communicate directly with customers via phone, e-mail, fax or mail to identify and resolve a wide variety of issues and inquiries regarding policies, availability, change orders, programs, and pricing. Research, document and administer product warranty programs including credits, replacements, and return material authorizations. Screen all international customer inquiries to ensure compliance with the required regulations and Ingersoll Rand policies and procedures. Act as consultants to advise basic product application. Represent the organization daily through customer contact and relationship-building. Gather and document market information from the customer. Work with internal departments to facilitate accurate account handling and to resolve customer issues. Monitor customer accounts daily to proactively avoid customer issues. Gather information for measurement, analysis and reporting. Meet all service level agreements as set by management. Additional duties as assigned by manager.
Achieve or exceed operational goals and metrics as outlined under Individual Objectives, and assist in creating a culture of continuous improvement.

Achieve improvements in:
• Quality audit scores
• Contact management call metrics: total calls, available time, lost calls, and answer speed
• Overall customer experience.
• Customer returns due to Contact Management error
• Call reason coding


EDUCATION/EXPERIENCE: High school diploma or GED and two (2) years of customer service experience. Preferred: AS or BS degree

LANGUAGE SKILLS: Ability to read and comprehend instructions, correspondence, and memos. Ability to write correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.

MATHEMATICAL SKILLS: Ability to add and subtract two digit numbers and to multiply and divide with 10's and 100's. Ability to perform these operations using units of American money and weight measurement, volume, and distance.

REASONING ABILITY: Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

ADDITIONAL SKILLS (Computer/Technical): Microsoft Word, Excel

PHYSICAL DEMANDS: While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; and talk or hear. The employee is occasionally required to stand; walk; reach with hands and arms; and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, and ability to adjust focus. The noise level in the work environment is usually moderate.

ADDITIONAL INFORMATION: Hours of work required: 8:30am - 5:00pm Monday - Friday Travel % of time: N/A

If you share our passion for inspiring progress-for bringing about bold shifts in how people, economies and societies operate-then you belong with Ingersoll Rand. Ingersoll Rand is committed to a diverse workforce and is an Equal Opportunity Employer.
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