Customer Engagement Representative

About the Company
At Fisher's Technology a Loffler Company, our mission is straightforward: to cultivate exceptional satisfaction among both our customers and our team members. This commitment has guided our Fisher's organization since 1936 and has contributed to our recognition as one of the Best Places to Work for 18 consecutive years. We provide comprehensive business technology solutions, including managed IT services, cybersecurity, managed print services, workflow automation, business telephony, and physical security systems.

Fisher's Technology is proud to be part of Loffler Companies, together forming one of the nation's largest independent business technology providers, with operations spanning across the mountain west to Midwest. This partnership unites our trusted local relationships and people-centered cultures with expanded resources and additional expertise, enabling us to better serve both our employees and our clients. Learn more about Fisher's Technology and Loffler Companies Inc. by visiting our sites.

For those seeking more than employment, an organization that fosters professional growth, encourages meaningful contribution, and values a collaborative, engaged workplace culture, we invite you to connect with us.

Position Summary
Our team is seeking a qualified individual to work as part of our Fisher's Contact Center (FCC) as a Customer Engagement Representative. This position is responsible for managing the phone queues, customer email inbox, and technician queues while offering exceptional customer service. This team member will work closely with other members of the FCC, Imaging and  IT Service professionals, and our customers. Our ideal candidate has strong attention to detail and is customer service oriented.

Roles & Responsibilities

• Manage phone queue and email inboxes while providing exceptional customer service.
• Manage technician queues, call volumes, and response times.
• Understand how customers need to utilize their office technology and familiarize yourself with the various services and offerings provided to our customers. 
• Perform basic fact findings to determine urgency of issue, if problem is hardware, software or network related and create the service ticket accordingly.
• Work with the Accounting Team to help review and maintain service billing.
• Partner with Operations Team to place and route customer supply orders.
• Act as a resource for the company’s internal teams, routing inquiries, communications, and requests as needed.
• Offer the highest standard of customer service possible and ensure extremely happy customers while being effortless to work with.

Qualifications

• Minimum 2+ years of experience in a customer service role. 
• Be familiar with Microsoft office suites (Outlook, Teams, & Word). Additional training will be provided as necessary.
• Must be able to manage multiple tasks simultaneously.
• Strong written and verbal communication skills. 
• Maintain collaborative, cooperative, and effective working relationships with others. 
• Be friendly and engaging when communicating with customers and fellow team members. 

Why Work for Us?

• Top Workplace
• Career Advancement
• Employer Paid Life Insurance and Disability
• Paid Time Off, Paid Sick Time, Volunteer Time, Holidays, Bereavement, and Parental Leave
• Benefits Package including FSA, Medical, Dental, and Vision
• 401K with Employer Match
• Tuition Reimbursement

Loffler Core Values
What Defines our Culture.

• Positive attitude: Be part of the solution. Put extra effort in all you do. Everything you do matters. Be a team player.
• Integrity: Deliver on commitments. Do what is right. Live the mission. Be honest.
• Innovation: Welcome new ideas. Work smarter. Be a visionary.
• Customer first focus: Delight our clients. Bring value every day. Exceed expectations. Always do a good job.
• Professionalism: Commit to excellence. Learn and improve. Looks and words matter. Best in industry; field expert.
• Drive for results: Performance-orientated. Hard-working. Refuse to lose. Be accountable.

Loffler Companies is an Equal Opportunity Employer that is committed to diversity and inclusion in the workplace.