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Customer Support Specialist

2 months ago

Fort Collins, Colorado, United States In-Situ Full time
About In-Situ

In-Situ Inc. is a leading manufacturer of innovative environmental monitoring equipment that protects our global water resources. We create industry-leading products and solutions focusing on creative design, high reliability, and world-class manufacturing.

Job Summary

We seek an outstanding Customer Support Representative to support our rental and service customers. This role will help customers move through the rental, return and repair processes smoothly.

Key Responsibilities
  • Order Management / RMAs
    • Service Order Management including quoting, creating, and managing Service Orders, RMAs, Invoices, and Credits Memos
    • Outbound calls and emails to customers to collect information for service orders/RMAs
    • Assist customers with filling out Service Order/RMA forms in real time
    • Outbound calls and emails to follow up on Service Orders that haven't been returned
    • Coordinate product returned for service or repair through the service department
    • Communicate service diagnosis and recommended repairs to customers
    • Discuss repair options including Time & Material billing and In-Situ Care agreements
  • Account Management
    • Maintain customer accounts ensuring asset lists and service agreement information is current
    • Facilitate communication of credit terms and account status between Finance and Customers
    • Contact customer regarding low service survey scores and gather feedback
    • Process Building
    • Provide feedback to web developers to fix issues with the online Service Order/RMA forms
    • Assist with other Service teams as needed
  • Minimum Qualification Requirements
    • Great attention to detail
    • Highly organized and use their time effectively, driving business growth
    • Ability to work with lots of people in different roles within and outside the organization
    • Good verbal and written communication skills
    • A passion for taking care of customers
    • Excellent time management skills
    • English fluency required
    • Ability to work in the US
    • Computer proficiency-Microsoft Office
  • Education and Experience
    • BS/BA Degree, preferred
    • 2+ years of experience in a direct customer service or support role, preferred
  • Desired Skills
    • Excellent written and verbal communication skills
  • Critical thinking and problem-solving skills
    • Ability to learn basic use of enterprise specific CRMs and ERPs and recommend improvements
    • Highly organized in planning and time management, with the ability to multi-task
  • Working Environment and Physical Conditions
    • Computer system data terminal
    • Normal office environment and minimum physical activity
    Compensation and Benefits

Compensation will be commensurate with the applicant's education, experience, knowledge, skills, and abilities, as well as alignment with market data and internal comps.

Hourly Range: $22-31

Additional Compensation: Participation in a Company-sponsored variable compensation plan.

Benefits Available: Health, Dental, and Vision Insurance, 401(k) matching, Short and Long-Term Disability, Group Life/AD&D Insurance, Employee Assistance Program, Will and Trust Preparation Services, Travel Assistance Services, 10 paid holidays per year (set by the company), 20 days FTO (Flexible Time Off) accrued evenly throughout the year and other ancillary benefits.

Voluntary Benefits: Life, AD&D, Pet Insurance, Identity Theft Protection, Legal Services, FSA for Dependent Care, Health Savings Account, and other Supplemental Options.

Additional Benefits: Paid Parental Leave, Continuing Education, Dependent Care, and Wellness Reimbursements.