Client Support Representative

Job Locations US-NY-Rochester


Summary: Sells products and calibration services to business and industrial establishments or individuals over the telephone by performing the duties listed below.  Answers and responds to customer inquiries regarding any issue including billing or expediting orders.  Meets activity goals and sales objectives



Major Areas of Responsibility: may include the following. Other duties may be assigned.

  • Primary focus is to handle inbound sales calls, emails and Chats for product and calibration sales. Skills required would be the ability to cross-sell stock calibration, repair services and accessories as well as assist customers with customer service issues.   Handles inbound calls, emails and Chat to close orders and increase customer loyalty. 
  • Builds and maintains customer’s relationships by offering a consultative approach. Uses listening skills to identify customer needs, opportunities, and makes decisions on next steps.
  • Cultivates sales call opportunities in order to generate incremental business. Asks probing questions to understand customer requirements and quotes appropriate product and services to meet the customer’s needs.
  • Prepares product and calibration quotes and orders.
  • Demonstrates ability and proficiency to up-sell and increase average order size (dollar amount).
  • Provides technical product support to the customer and involves applicable marketing and/or vendors to determine specifications needed for the customer’s applications.
  • Overcomes technical and business objections of prospective customers and assists the sales process to close.
  • Estimates date of delivery to customer, based on knowledge of Transcat’s inventory levels and vendor delivery schedules. Investigates and resolves customer problems with deliveries.
  • Complies with all mandatory call requirements including data hygiene of contact information both in D&W and the CRM system.
  • Pass on lead referrals to outbound and field sales group, and effectively communicate with all necessary parties to further penetrate market share.
  • Accurately enters new customer data and other sales data for current customers into computer database.
  • Perform contract review with customers.
  • Provide exceptional customer service to both internal and external customers.
  • Establish and maintain professional telephone etiquette at all times, incoming and outgoing.
  • Other duties as directed



To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Valid drivers license & clean driving record
  • Must be detail oriented


Education and/or Experience:                                    

  • Associates Degree required; Bachelor’s preferred.   
  • At least 2 years related sales experience. 


Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status


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