Customer Service Technician

1 week ago

Chicago, Illinois, United States BHS Corrugated & Robotics Full time
Job Overview

BHS Corrugated & Robotics is on the lookout for a Help Desk Facilitator who possesses a deep commitment to customer satisfaction and a robust technical foundation in industrial or mechanical systems. This role is distinct from traditional IT Help Desk positions; we seek a seasoned industrial technician adept at managing customer inquiries, diagnosing technical challenges, and overseeing service requests. Your knowledge will play a vital role in ensuring our clients receive timely, precise, and professional assistance.

Key Responsibilities:

  1. Technical Call Management:
    • Respond to technical inquiries from clients and perform initial assessments.
    • Confirm and update client contact details (name, phone number, email).
    • Determine the nature of the inquiry (electrical, mechanical, IT, technical research).
    • Collect information such as client location, equipment number, and issue description.
    • Create and classify service requests based on urgency.
    • Direct service requests to the appropriate technical team or level.
    • Assist the Help Desk Coordinator in managing the ticket queue.
  2. Service Request Oversight:
    • Follow up on outstanding service requests to ensure prompt resolution.
    • Support the Help Desk Coordinator in prioritizing service requests.
  3. Client Data Administration:
    • Serve as the primary contact for updating client information in our database.
  4. Safety and Information Management:
    • Assist in the administration of safety and information communications.
    • Create service requests and relay necessary information to clients.
    • Document and monitor the status of service requests for record-keeping purposes.
  5. Reporting Duties:
    • Generate requested reports from the service platform as required.
  6. Meetings and Collaborative Projects:
    • Participate in necessary meetings, whether remotely or in person.
    • Contribute to service enhancement and improvement initiatives as needed.
  7. Additional Responsibilities:
    • Perform other related tasks as assigned by management.

Qualifications:

  • Ability to engage professionally with colleagues and management.
  • Excellent verbal and written communication skills.
  • Customer service-focused with a commitment to delivering high-quality support.
  • Able to work independently and collaboratively without direct supervision.
  • Availability during standard business hours, with potential for overtime.
  • Willingness to travel occasionally as required by management.
  • Proficient in computer systems, including Microsoft Office and web-based applications.
  • Ability to handle confidential information with care.
  • Must pass a background check and drug screening.

Preferred Qualifications:

  • A technology-driven mindset is highly valued.
  • A technical background with experience in corrugator operations is advantageous.
  • Ability to work extended hours in an office or desk environment, typically averaging 9-hour workdays.

Why Consider BHS Corrugated & Robotics? This position provides an opportunity to utilize your technical skills in a customer-facing role, ensuring that our clients receive top-tier support. You will serve as a crucial link between our clients and technical teams, significantly impacting service quality and customer satisfaction.

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