Technical Customer Service Representative

2 months ago

Madison, United States Therma-Stor Full time
Technical Customer Service Representative

POSITION SUMMARY & OBJECTIVES

Therma-Stor is the leader in dehumidification equipment. We are seeking a person with Customer Service skills and Technical ability to help resolve equipment challenges. The ideal candidate has experience with the electrical, automotive, HVAC, or electronic industries. We are looking for a quick learner who has critical thinking skills and someone with a successful track record that can inspire the same performance in others. This is a unique opportunity to be the face of Therma-Stor, establishing positive relationships with customers, helping customers resolve technical issues, and delivering a high degree of customer satisfaction.

RESPONSIBILITIES
  • Provide an outstanding experience for our customers. Engage with customers to resolve conflicts.
  • Field phone calls, emails, and chats as assigned from customers in need of technical product support
  • Follow posted protocols and diagnostics to help troubleshoot problems in the most efficient and cost-effective means available; if necessary, identify proper parts needed to resolve issues
  • Create comprehensive case records in CRM, log complete interactions for accurate case history
  • Create parts order; dispatch service technicians, and collect billing information when necessary
  • Maintain a positive and helpful approach in interactions with all customers, both internal and external
  • Follow documented protocols for escalating customers
  • Maintains confidentiality and does not disclose confidential information acquired in the course of work except when authorized and/or unless legally obligated to do so
  • Present professional appearance and demeanor
  • Capability to work individually and on a team with a customer focused mindset that can balance customer and business needs
  • Administer warranty and service programs
  • Performance expectations and marginal job functions:
    • Achieve and maintain queue metrics for call volume, service levels, availability, call quality, and all other metrics.
    • Arrive at work and clock in at least 5 minutes before the start of the shift
    • Log into assigned queue at posted beginning of shift
    • All other projects as assigned
    • Good attendance
QUALIFICATIONS
  • Demonstrated customer service experience with technical products (electrical, automotive, HVAC, electronic) required, three or more years preferred.
  • Ability to efficiently log information into CRM system. Previous CRM experience or experience with other digital tools preferred.
  • Excellent written and verbal communication skills
  • Ability to read and understand technical diagrams
  • Ability to analyze and solve problems
  • Demonstrated effective interpersonal, verbal and written communication skills
  • Strong sense of initiative and a sense of urgency, demonstrated by accomplishing tasks; improving current work processes; and assisting others when necessary
  • Unwavering attention to detail and commitment to world-class quality
  • Able to project a positive and professional demeanor to all internal and external contacts
  • Proficient with Microsoft products, call centers and data entry programs.

About Madison Air

As one of the world's largest privately held companies, Madison Air exists to help our customers realize the often invisible, but very real return better air has for us all. We believe better air is a transformational force for good and we are on a mission to unleash it. Our unique business model leverages the air expertise of our 8,000 passionate entrepreneurs who do air better than anyone; an ingenious collection of entrepreneurial businesses with iconic brands; winning innovation and superior customer experience that make businesses, communities, and the world safer, healthier, and more productive.

Therma-Stor LLC is a subsidiary of Madison Air, and is located in Madison, Wisconsin. Therma-Stor was established in 1977 to apply advanced heat transfer technologies to residential and commercial markets. Beginning with heat recovery water heaters, Therma-Stor now manufactures numerous lines of dehumidification solutions.

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