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Customer Support Specialist

2 months ago

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

POSITION SUMMARY & OBJECTIVES

Therma-Stor stands at the forefront of dehumidification technology. We are in search of an individual who possesses both customer service expertise and technical proficiency to tackle equipment-related challenges. The ideal candidate will have a background in the electrical, automotive, HVAC, or electronics sectors. We seek a quick learner with strong analytical skills and a proven history of inspiring excellence in others. This role offers a unique chance to represent Therma-Stor, fostering positive relationships with clients, assisting them in resolving technical issues, and ensuring a high level of customer satisfaction.

RESPONSIBILITIES
  • Deliver exceptional service to our clients, actively engaging to resolve any conflicts.
  • Handle incoming communications, including calls, emails, and chats, from customers requiring technical product assistance.
  • Adhere to established protocols and diagnostic procedures to efficiently troubleshoot issues; if necessary, identify the appropriate parts needed for resolution.
  • Document comprehensive case records in the CRM system, ensuring accurate tracking of all interactions.
  • Process parts orders, coordinate service technician dispatch, and gather billing information as required.
  • Maintain a positive and supportive demeanor in all interactions with customers, both internal and external.
  • Follow established protocols for escalating customer concerns.
  • Uphold confidentiality and refrain from disclosing sensitive information acquired during work, except when authorized or legally obligated.
  • Exhibit a professional appearance and conduct.
  • Demonstrate the ability to work independently and collaboratively with a customer-centric approach, balancing client and business needs.
  • Manage warranty and service programs effectively.
  • Performance expectations include:
    • Meeting and maintaining metrics for call volume, service levels, availability, call quality, and other key performance indicators.
    • Punctuality in attendance and adherence to scheduled shifts.
    • Engagement in additional projects as assigned.
    • Consistent attendance.
QUALIFICATIONS
  • Proven experience in customer service with technical products (electrical, automotive, HVAC, electronics) is required; three or more years is preferred.
  • Proficiency in logging information into a CRM system; prior experience with CRM or similar digital tools is advantageous.
  • Exceptional written and verbal communication skills.
  • Ability to interpret and understand technical diagrams.
  • Strong analytical and problem-solving capabilities.
  • Effective interpersonal skills, both verbal and written.
  • Demonstrated initiative and urgency in completing tasks, enhancing current processes, and assisting colleagues when needed.
  • Meticulous attention to detail and a commitment to delivering top-tier quality.
  • Ability to maintain a positive and professional demeanor with all internal and external stakeholders.
  • Familiarity with Microsoft products, call center operations, and data entry software.