Customer Service Representative

2 weeks ago

Ontario, United States TEKsystems Full time

Description:

WHAT WE ARE LOOKING FOR

The ideal candidate for this position is familiar with Navien and/or the tankless industry. They have strong customer service skills, and the ability to troubleshoot over the phone. They must also be able to work well in a team environment. Essential attributes include excellent communication and interpersonal skills and the ability to multitask and remain focused in high-pressure situations. In addition, must be highly self-motivated, have a positive attitude, be resourceful, and enthusiastic about customer service.

Responsibilities:

Provide technical support to sales representatives, installers, contractors, distributors, engineers and architects for purposes of educating and promoting company’s products.

Troubleshoot water heater products and issues via the phone, being able to clearly detect problems and pinpoint accurate solutions to get the unit running properly.

At the technical level, possess the ability to identify, research, and resolve contractor/end user installation and product use issues.

Ability to clearly identify business vs. technical problems and either resolve or escalate appropriately.

Enter product warranty information into the system and enter comprehensive notes into our system on every unit discussed.

Follow-up with customer issues in a timely manner.

Assist fellow technicians with high priority technical questions.

Answer emails from company website in regards to product information and troubleshooting.

May be asked or assigned to assist non-English speakers, speakers of other languages, or be part of a Spanish call queue.

Complete any miscellaneous tasks/projects assigned by your supervisor.

Skills:

Customer service, technical support, HVAC

Additional Skills & Qualifications:

Requirements:

1+ year of customer service, phone support and/or related experience plus a minimum of 2 years of technical troubleshooting experience

High School Diploma or equivalent.

Ability to articulate product information concisely to all levels of customers: end-user, contractor, distributer, engineers and architects.

Strong customer service skills and team player

Occasional job site visits for troubleshooting.

Familiar with Microsoft Office applications, particularly Microsoft Outlook.

Availability to work any of the 7 days a week (including Holidays), and be flexible to work additional overtime when deemed necessary by Supervisor.

Preferred Qualifications:

Experience with HVAC hands-on field work.

Completion of HVAC training/certificate program, or related field

Experience in a call-center environment.

Knowledge of Navien products or the tankless industry.

A drive to help others and those that enjoy the troubleshooting puzzle.

Bilingual skills a plus; Spanish, French, Mandarin or Korean

Experience Level:

Entry Level

About TEKsystems:

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

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