Customer Service Representative II

Scope/Responsibilities:

• A strong passion for customers.
• Excellent interpersonal and communication skills.
• Assist our consumers by providing product troubleshooting assistance via telephone and/or chat support.
• Re-route customers to other areas of support and departments based on product inquiries.
• Educate customers on cost effective and correct use of our products.
• Search for ways to improve customer service by asking probing questions to accurately identify what customer is trying to achieve.
• Resolve customer concerns raised during installation, operation, maintenance, or product application/compatibility matters.
• Provide troubleshooting of residential operators with malfunctioning electro/mechanical equipment or software applications to recommend corrective action.
• Participate in testing with internal IT support to provide feedback on internal systems.
• Respond to customer inquiries and/or complaints regarding the company's product or services.
• Converts customer inquiries into Furnish and Install Sales with an emphasis on customer education regarding product features and benefits.
• De-escalate irate customers and determine the best method(s) to resolve problems to ensure customer satisfaction.
• Maintain an accurate record of customer and recurring technical issues to support product quality programs and product development.
• Access and assist with continual update of internal knowledgebase.
• Offer ideas for product improvements based on interactions and customer feedback.
• Provide detailed explanation of company policy and procedures regarding warranty, policies, and procedures.
• Complete, Investigate and respond to customer order/billing inquiries.
• Take, investigate, de-escalate, and solve customer complaints.
• Understand competitor product for our Universal devices.
• Refer customers to local dealers for extra support when needed.
• Respond to e-mail/chat communication from leadership/Customers.
• Must be able to work independently, as well as within a team. Strong organizational and time management skills with an ability to establish priorities and proceed with objectives with little supervision.
• Meet and support department goals and objectives.
• Assist management as needed/Other duties assigned.
• Provide feedback reports to leadership on other team members for coaching/refreshers.
• Be educated on product/units no longer manufactured/with obsolete parts.
• Understand Motor/rail/unit details to determine replacements of such.
• De-escalate and make decisions to assist customers sent from Level 1.
• Complete Level 2 Callbacks to resolve customer inquiries.
• Offer floor support for new hires.

Qualifications

• Must have working knowledge of wireless networks
• Mobile computing including Android and iOS devices
• Location-sensing systems
• Wireless technologies e.g., Bluetooth, RF tags, and WiFi
• Routing protocols for wireless networks
• Monitoring wireless networks
• 1-2 years customer service or telephone experience/employment in a technical call center environment
• Exceptional telephone communication and problem-solving skills.
• Must be capable of handling customer complaints in a satisfactory manner
• Minimum 6 months with department
• Meet department goals for prior 3 months
• No written warnings within previous 6 months
• Not on active Performance Plan
• Schedule Flexibility