The Customer Service Representative provides inbound phone support, technical support and order management to their respective customers. They also provide outreach to existing customers.
Core Duties
Answer inbound calls to the Company's main support line and take appropriate action based on the type of call, including:
Answer basic questions about the company's operation, product, services
Enter, change, and check on the status of orders using NetSuite ERP software
Track and escalate support calls to the appropriate department or personnel
Research customer account issues
Screen and forward phone calls to XPEL employees
Log all in-bound calls in to NetSuite
Answer calls from customers and internal employees about XPEL's proprietary software
Assist with setting up, activating, deactivating and managing of customer accounts
Assist with the installation, operation, and troubleshooting of cutting plotters
Support customers with basic questions about commonly used functions
Resolve technical problems and escalating problems for further level of assistance
Support customers with the use of XPEL's website and on-line ordering tools
Participate in an on-call after-hours support rotation
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
Use lists, criteria or scripts provided, make outbound calls to designated Customers or prospects for various purposes, including:
Solicit feedback from customers about the Company's service, products or performance
Inform customers about Company products, offerings
Pro-actively call customers in response to automated alerts about order delays or other problems
Other duties as assigned
Basic Qualifications
High School Diploma
2 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 Microsoft Office Applications, with frequent utilization of Microsoft Teams
Ability to communicate effectively via phone, chat and emails
Excellent phone presence with high level of interpersonal, and organizational skills
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.