Overview:
Serve customers via telephone call-center to provide product installation and service information. Perform troubleshooting diagnostics on company products and instruct customers on proper functioning by reviewing engineering drawings and dimensions. Work in a fast-paced environment and multi-task using computer software during customer discussions. Collect and analyze data for continuous improvement.
Responsibilities:
- Maintain proficiency in product knowledge/troubleshooting and customer instruction
- Verbally respond promptly to incoming customer telephone calls in a telephone queue and emails
- Perform troubleshooting diagnostics on company products via telephone
- Address complaints concerning product performance, referring complaints of service failures to designated departments for investigation
- Accept parts orders by completing telephone and online requests
- Return calls from messages left by customers
- Perform clerical duties that support customer satisfaction
- Utilize problem solving skills and make decisions for Tier 1 Technical Service Representatives on product concerns that cost less than $10,000
- Work in a fast-paced environment and multi-task using computer software during customer discussions
Qualifications:
Education and Experience:
- Associate Degree in business-related field or equivalent work experience
- 3 years Customer Service experience required
- Bachelor Degree in business-related field is a plus
- Six Sigma Green Belt certification is a plus
- Customer Service experience in a call-center is a plus
- Mechanical and Electrical knowledge and ability to use multi-meter is a plus
Skills and Abilities:
- Read, analyze, and interpret a variety of information, such as technical procedures, business correspondence, and governmental regulations furnished in written, oral or diagram form.
- Create business-level written correspondence and verbally present information to internal and external customers.
- Requires job related software skills, MS Office and the ability to operate a variety of standard office equipment.
Working Conditions/Physical Demands:
- Regular office environment.
- While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or touch; and talk or hear.
- The employee is occasionally required to walk.
- The employee is required to lift 30 pounds occasionally.