CSR (55859)

Purpose: To deliver the highest level of quality service to our customers. 

Specific Responsibilities: 

• Acknowledge, confirm, enter, process, and monitor customer orders 

• Provide frequent order status updates to customers and sales representatives 

• Provide customer support electronically or by phone in a timely and accurate manner 

• Establish and maintain accurate account details for customers 

• Process returns, including warranty claims, for consumers 

• Ability to deescalate and handle customer complaints. 

• Answer incoming service calls in the order that they receive. 

• Contact customers to schedule good timeframes for our technicians to service their equipment. 

• Perform outbound calls with existing customers 

• Create service tickets and schedule appointments accurately 

• Review customer account information 

• Interact with customers via telephone, email, online chat, or in person to provide support and information on products or services. 

• Collect and enter orders for new or additional products or services. 

• Fields customer questions and complaints; when the issue is beyond the representative’s knowledge, forwards to the assigned specialist or other appropriate staff. 

• Ensures that appropriate actions are taken to resolve customers' problems and concerns. 

• Maintains customer accounts and records of customer interactions with details of inquiries, complaints, or comments. 

• Performs other related duties as assigned. 

Work Hours 

This is a non-exempt position. Work hours to be determined. Overtime may occasionally be required based on the needs of the business.

Qualifications

Competencies 

Excellent communication skills including active listening. Strong written and verbal communication skills. Service-oriented and able to resolve customer grievances. Ability to handle sensitive customer concerns while proactively recommending solutions that meet the customer and company needs. Ability to prioritize tasks according to importance in a fast-paced environment. 

Education and Experience 

Requires a high school diploma and/or equivalent. Previous customer service experience is preferred. Must have experience with Microsoft Office Suite.