San Antonio, TX17 days ago
Inbound Telephone Support Answer inbound calls to the Company's main support line and take appropriate action based on the type of call, including: Answering basic questions about the company's operation, product, services Entering, changing, or checking on the status of orders using NetSuite ERP software Tracking and escalating support calls to the appropriate department or personnel Researching customer account issues Screening and forwarding phone calls to XPEL employees Logging all in-bound calls in to NetSuite Technical Support Answering calls from customers and internal employees about XPEL's proprietary software, including: Assisting with setting up, activating, deactivating and managing of customer accounts Assisting with the installation, operation, and troubleshooting of cutting plotters Supporting customers with basic questions about commonly used functions Resolving technical problems and escalating problems for further level of assistance Support customers with the use of XPEL's website and on-line ordering tools Participating in an on-call after-hours support rotation Order Management 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 Entering orders and processing requests for our OEM business Outbound Support Using lists, criteria or scripts provided, make outbound calls to designated Customers or prospects for various purposes, including: Soliciting feedback from customers about the Company's service, products or performance Informing customers about Company products, offerings Pro-actively calling customers in response to automated alerts about order delays or other problems Referral Pipeline Support Daily referral pipeline support communicating with consumers, closing tickets and processing requests. Job Summary: The Customer Service Representative II is responsible for creating a positive customer experience within the respective responsibilities of in/out bound phone support, warranty, order management, referrals, accounts receivable and dealership support.