Job Summary:

The Customer Service Representative II is responsible for creating a positive customer experience within the respective responsibilities of in/out bound phone support, warranty, order management, referrals, accounts receivable and dealership support.

Core Duties

The Customer Service Representative II will perform the duties below as applicable and on the basis of business needs.

Inbound Telephone Support

Answer inbound calls to the Company’s main support line and take appropriate action based on the type of call, including:
Answering basic questions about the company’s operation, product, services
Entering, changing, or checking on the status of orders using NetSuite ERP software
Tracking and escalating support calls to the appropriate department or personnel
Researching customer account issues
Screening and forwarding phone calls to XPEL employees
Logging all in-bound calls in to NetSuite

Technical Support

Answering calls from customers and internal employees about XPEL’s proprietary software, including:
Assisting with setting up, activating, deactivating and managing of customer accounts
Assisting with the installation, operation, and troubleshooting of cutting plotters
Supporting customers with basic questions about commonly used functions
Resolving technical problems and escalating problems for further level of assistance
Support customers with the use of XPEL’s website and on-line ordering tools
Participating in an on-call after-hours support rotation

Order Management

Monitor e-mail inboxes and other locations for inbound orders that need to be entered into NetSuite;
Monitor the Company Support Queue, answering or forwarding cases to the appropriate party
Finalize and process order fulfillments for XPEL’s various locations and third-party fulfillment locations
Entering orders and processing requests for our OEM business

Outbound Support

Using lists, criteria or scripts provided, make outbound calls to designated Customers or prospects for various purposes, including:
Soliciting feedback from customers about the Company’s service, products or performance
Informing customers about Company products, offerings
Pro-actively calling customers in response to automated alerts about order delays or other problems

Referral Pipeline Support

Daily referral pipeline support communicating with consumers, closing tickets and processing requests.
Refunds
Outbound Efforts
Onboarding procedures

Warranty

Assist with processing warranty claims and manage resolution for installed products, ensuring accurate documentation and appropriate outcomes.
Generate Return Authorizations (RAs) for products in accordance with company policies.
Act as a subject matter expert on XPEL products for both internal teams and external customers.
Coordinate customer returns for product testing, working with Operations and Quality teams to help determine root cause.
Analyze warranty and return data to identify trends and support process improvements.
Use ERP and CRM programs to manage claims and customer interactions.

Dealership Support

New Account set up, preparing all additional items for new accounts.
AR Responsibilities – Credits and billing inquiries.
Prepare, email, and file Clear Plate Invoices on the master spreadsheet for Wednesday send-off.
Assisting in logging work orders, warranties, and other entries as needed.
Monitor e-mail inboxes and other locations for inbound orders that need to be entered into NetSuite.
Monitor all Dealership Support Pipelines in the mornings and throughout the day.
DAP administrative support on commissions
Weekly and Monthly Audit Reporting.
Triaging PPF orders pipeline for urgent requests and edits before billing is processed.
Clear Plate spreadsheet updates and management.
Building Addendums.

General

Participation in the warehouse urgent communications to ensure best in class service for our customers.
Partner with cross-functional departments (Sales, Accounting, Tech, etc.) to ensure a seamless customer experience.
Accounts receivable responsibilities related to customer invoices, billing errors, billing statements.
Other duties as assigned

Basic Qualifications

High School Diploma
3 years of high-level customer and technical support experience
Experience providing support through live chats and email preferred
Knowledge of Excel, Word, Power Point and General Microsoft Office Applications
Ability to communicate professionally and effectively
Excellent phone presence with high level of interpersonal, and organizational skills
Demonstrates a sense of urgency and timeliness to meet customer service call demand

XPEL is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

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