Customer Service Representative II-8

POSITION OVERVIEW 

The Customer Service Representative II provides advanced customer service and technical support to consumers, dealers, and installers. Key aspects of this role include resolving complex product issues, supporting escalations, and assisting in training and mentoring Level 1 representatives. 

WHAT YOU’LL DO 

• Troubleshoot advanced product, installation, and technical issues. 

• Serve as an escalation point for issues not resolved by Level 1 representatives. 

• Respond to customer phone calls, emails, and support tickets. 

• Provide product recommendations, application guidance, and installation support. 

• Process warranty claims and out-of-warranty parts orders. 

• Assist with testing new products, firmware, and product improvements. 

• Create and maintain technical documentation and knowledge base articles. 

• Train and mentor Level 1 representatives. 

• Identify trends and recommend process improvements. 

• Perform ad hoc projects as directed by management. 

• Other duties as assigned. 

HOW YOU’LL DO IT 

• Individual Efficiency - Effectively managing time and resources so that individual work is completed efficiently. 

• Problem Solving - Defining a problem, determining the cause, identifying, prioritizing and selecting alternatives for a solution, and implementing a solution. 

• Communicating Effectively - Developing and delivering multi-mode communications that convey clear understanding, taking into account the unique needs of different audiences. 

• Maintaining a high level of honesty, integrity, and confidentiality with respect to company matters. 

• Complying with all Company policies and procedures, safety regulations, company safety policies and safely perform all duties, including but not limited to, promoting a safe workplace.    

WHAT TO BRING 

• 1-3 years of customer service or technical support experience. 

• Strong troubleshooting, communication, and organizational skills. 

• Proficiency with Microsoft Office and customer support systems. 

WHAT WILL HELP 

• High School Diploma or GED.  

• Familiarity with CRM tools (Zendesk, AS400, etc.) 

• Bilingual capabilities. 

PHYSICAL REQUIREMENTS 

• Must be able to perform job duties in a stationary, seated position at a desk, operating a computer, phone, and other standard office equipment, for extended periods of time. 

• Familiarity with CRM tools (Zendesk, AS400, etc.).