Representative, Customer Service II

3 weeks ago


Millersburg, United States Overhead Door Full time
Job Description

Responsibilities

  • Maintain an accurate account of incoming/outgoing telephone calls.
  • Process credit card, sales orders and no charge warranty orders.
  • Track packages/shipments as required.
  • Mail/fax sales literature and service information to customers.
  • Provide follow-up with customer, retail store or dealer as necessary.
  • Process consumer returns (test, replacement, repair).
  • Assist with floor training of newer CSR's.
  • Operate computer to order parts (process credit card), enter call history, document troubleshooting steps and provide shipping/receiving dates.
  • Provide troubleshooting/technical service over the telephone.
  • Provide warranty information and assistance.
  • Investigate and respond to customer order/billing inquiries.
  • Provide non-warranty sales and/or service referrals for product and/or authorized service dealers.
  • Offer troubleshooting/technical support to newer CSR's.
  • Enter warranty cards into computer system.
  • Contact consumer for missing information (via phone, letter, e-mail).
  • File warranty cards.
  • Call-Backs - phone customers who have been placed in a call-back queue and providing assistance.
  • Available to work a variety of hours to accommodate customer requirements and established office hours (shifts).
  • Work efficiently on outbound line as assigned to follow up on customer issues and document results.
  • Adherence to break and lunch schedule within department standards.
Additional Responsibilities
  • Provide all levels of support prior to supervisory contact.
  • Take, investigate, and solve customer complaints.
  • Interface with dealers to solve customer issues.
  • Provide detailed explanation of company policy and procedures in respect to warranty/non-warranty issues.
  • Retrieve necessary information from customer and/or dealer and provide approval or denial of issues that do not require manager's approval.
  • Serve as back-up for other positions on an as-needed basis.
  • Lead periodic in-department meetings on products or processes as a subject matter expert.
Qualifications

Qualifications
  • Must have working knowledge of wireless networks
  • Mobile computing including Android and iOS devices
  • Location-sensing systems
  • Wireless technologies e.g., Bluetooth, RF tags, and WiFi
  • Routing protocols for wireless networks
  • Monitoring wireless networks
  • 1-2 years customer service or telephone experience/employment in a technical call center environment
  • Exceptional telephone communication and problem solving skills.
  • Must be capable of handling customer complaints in a satisfactory manner
  • Minimum 6 months with department
  • Meet department goals for prior 3 months
  • No written warnings within previous 6 months
  • Not on active Performance Plan
  • Schedule Flexibility


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