Customer Service Representative

1 day ago

York, Pennsylvania, United States Red Lion Controls Full time
About Us

Red Lion Controls, now part of the HMS Networks family of products, is undergoing a period of significant change and growth. We empower industrial organizations around the world to unlock the value of data by developing and manufacturing innovative products and solutions to access, connect and visualize their information.

We provide scalable solutions for cloud connectivity, edge intelligence and asset management, industrial Ethernet switches and industry-leading panel meters and operator panels, to make it easy for companies to gain real-time data visibility that drives productivity.

Position Summary

The primary duty of the Customer Support Specialist will be to provide world-class first-level response for incoming inquiries from customers and channel partners via telephone, e-mail, and the web.

The Customer Support Specialist will possess skills to identify root problems and significant opportunities, and forward customer concerns to the proper internal department who can provide guidance for technical or business issues.

Primary Responsibilities
  • Provide prompt, courteous, and effective phone and email support to customers and channel partners, including asking questions and quickly identifying the root issue of customer/channel partner.
  • Properly identify (triage) issues and engage other Red Lion Controls departments when necessary (technical support, field sales, inside sales, channel partners) in a manner that is not cumbersome to the customer/channel partner.
  • Identify Red Lion Controls part numbers and products.
  • Ability to read and interpret a technical product data sheet.
  • Enter and process customer/channel partner's purchase order.
  • Provide correct literature to customers/channel partner (data sheets, catalogs, brochures).
Minimum Requirements
  • 2+ years' experience providing customer support in a technical/engineer industry.
  • 2+ years' experience in a customer support/inside sales role working in a call center environment.
  • Ability to handle a work volume of 10 – 15 incoming customer/channel partner calls per hour.
  • Demonstrates oral and written communication skills to effectively interface with all levels of company management and staff, customers, and outside business contacts.
  • Attention to detail and accurate recordkeeping abilities are a must.
  • Must have a basic understanding of Microsoft Office applications.
  • Proficiency with English language to provide both written and verbal communication.
  • Must be a team player.
  • Ability to work independently.
  • HS Diploma/GED.
Preferred Qualifications
  • 3 years of Customer Service experience.
  • Continued education relevant to type of work.
Endorse, Support and Model the Company's Core Values
  • Aim High.
  • Be True.
  • Own It.
Working Conditions
  • Indoors, mostly sedentary.
Travel
  • 0-10%.

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