Serve as the primary point of contact for all field service inquiries across phone, email, live chat/text, and social media.
Learn the company's product line and diagnose/troubleshoot technical issues.
Provide accurate, up‑to‑date information on products, services, and company policies.
Strive to exceed team metrics such as response time and customer satisfaction ratings.
Utilize CRM tools (including Salesforce) to document interactions, track progress, and identify improvement opportunities.
Collaborate with cross‑functional teams (sales, marketing, operations) to resolve complex issues and ensure priority items are escalated and completed.
Identify trends in customer concerns and recommend solutions to enhance the customer experience.
Maintain accurate customer profiles, documentation, and internal data.
Complete quarterly projects as assigned.
Participate in required training and support the onboarding of new team members.
Qualifications
High School Diploma or GED required.
2+ years of customer service or technical support experience required.
Strong technical aptitude; proficiency with MS Office, Zoom, and Salesforce.
Strong phone etiquette with the ability to communicate clearly, professionally, and empathetically.
Ability to multitask and manage time effectively in a fast-paced environment.