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Customer Service Ambassador

2 months ago

Nashville, Tennessee, United States Bartech Full time
Job Summary

Bartech is seeking a highly skilled Customer Service Representative to join our team. As a Customer Service Representative, you will be responsible for providing exceptional customer service and support to our clients. This is a contract position, but it is not uncommon for assignments to transition into permanent positions with our client companies.

Key Responsibilities
  • Provide intermediate direct and prompt assistance to customers through various media, acting as a customer advocate.
  • Resolve less common customer issues through a broad understanding of client processes, systems, and practices.
  • Ability to work in a cross-functional organization, building relationships and managing conflict with customers.
  • Ability to escalate internally and externally as required, providing documentation throughout the process.
  • Contribute to the development of customer and knowledge databases by accurately and consistently recording customer contact information and Frequently Asked Questions (FAQs).
  • Willingness to share information by providing assistance to peers while having openness to learning and contributing to the development of a positive work environment within Customer Care.
  • Assist with coordination of product information between business units, distributors, end users, etc.
  • Support contact center quality improvements and response targets.
  • Support Six Sigma as a team member and input ideas into the hopper.
  • Effective time management skills.
  • Ability to be flexible with time constraints and scheduling if applicable.
Requirements
  • Represent our company well by being responsible, punctual, and motivated to go above and beyond the call of duty.
  • Highly detail-oriented and organized with excellent analytic and problem-solving abilities.
  • Excellent verbal and written communication and interpersonal skills.
  • Familiar with computer-related programs such as Microsoft Suite (Word, Excel, PowerPoint, etc).
  • Able to type 30 WPM.
  • Able to perform with limited to no guidance effectively with Telephony System and Telephony Quality Compliance by providing documentation for each contact.
  • Basic/Foundational understanding of Telephony reporting measures.
  • Understanding of applicable database systems (SOMS, GOMS, Seibel, IMS, Red Prairie, and/or Citrix) and ability to run reporting measures.
  • Intermediate (familiar to proficient) understanding of client products (engines, filtration, power generators, components, marine products, high horsepower products, Dodge applications, etc).
  • Intermediate (familiar to proficient) understanding of diesel engine operation, parts, and warranty support to our end users and fleet users.
  • Understanding of Logistical concepts.
  • Understanding and ability to expand on knowledge of Engine Familiarization.
  • Interpret schematic/blue prints/wiring diagrams.