Customer Support Representative

2 weeks ago

Cerritos, United States DJI Service LLC Full time

**Job Location**:17301 Edwards Rd, Cerritos, CA 90703

**FLSA Classification**: Non
- Exempt

**Position Status: Contract**

**Reports to**:Assistant Customer Support Representative Supervisor

**Job Summary**

This position is primarily responsible for assisting customers with any questions regarding DJI products and services, describing the product evaluation and providing repair solutions

ESSENTIAL DUTIES AND RESPONSIBILITIES: All essential duties can be performed with or without reasonable accommodation to all individuals with or without disability.
- Using LMS/CRM System: Utilizing a Learning Management System (LMS) or Customer Relationship Management (CRM) system to access case-related information and respond to customer inquiries.
- Customer Communication: Responsible for providing customer service, which involves keeping customers informed about the repair process and addressing any questions or concerns.
- Excellent Customer Service: Striving to provide an exceptional customer service experience, ensuring customer satisfaction.
- Record Keeping: Keeping accurate records of customer interactions and communications, both for internal reference and to identify areas for improvement in customer satisfaction.
- Independence in Service: The ability to independently provide customer service and offer optimal solutions to customer inquiries or issues.
- Technical Knowledge: Possessing a comprehensive understanding of DJI products and services, including the ability to explain technical issues in simple, easy-to-understand terms.
- Efficiency: Working quickly and efficiently to resolve customer issues within the specified time guidelines set by DJI.
- Professionalism: Maintaining a calm and professional demeanor when dealing with challenging or angry customers.
- Phone-Based Support: Being comfortable spending several hours per shift on the phone assisting customers.
- Adaptability: Proficiency in learning new software tools and conducting internet searches as necessary to assist customers effectively.
- Teamwork: Collaborating effectively within a team environment to ensure a cohesive and efficient customer service operation.
- Other Duties: Being open to performing other job-related duties as assigned, which may vary depending on the needs of the department or company.

**Supervisory Responsibilities**
This job has no supervisory responsibilities.

**Qualifications**
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

**Education and experience**
Associate degree from a two-year college or university; or one to two years related experience and/or training; or equivalent combination of education and experience.

**Knowledge and Skills**
- Ability to type 30 words or more per minute.
- Previous customer service and/or call center background is preferred.
- Thorough knowledge about DJI products is a huge plus
- Excellent communication skills
- Able to use Internet Software; Word Processing Software (Word); Google Docs Software; and ZenDesk Software.
- Proficient in Microsoft office suite;
**Other characteristics**
- Ability to maintain a calm, positive attitude
- Commitment to provide excellent customer service
- Ability to work in a team environment
- Ability to solve problems

**Physical Demands**
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is occasionally required to stand; walk and stoop, kneel, crouch, or crawl.

The employee must frequently lift and/or move up to 10 pounds.

Specific vision abilities required by this job include close vision and color vision.

**Work Environment**

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The job operates in a warehouse environment. Employee are occasionally exposed to dust from warehouse, and explosive and chemical hazards from batteries.

The noise level in the work environment is usually moderate.

**Expected working days and hours**

This is a full-time exempt position. Days and hours of work are Monday through Friday, and can range anywhere between 7:00AM and 5:30PM. Occasional evening and weekend work maybe required as duties demand.

**Travel**

Little or no travel is ex

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