Customer Service Representative II

5 days ago

Millersburg, Ohio, United States Overhead Door Full time

We are seeking a highly skilled Customer Service Representative II to join our team at Overhead Door. In this role, you will provide exceptional customer service and technical support to our clients, utilizing your knowledge of wireless networks, mobile computing, and location-sensing systems.

About the Job

The successful candidate will have 1-2 years of experience in a technical call center environment, with excellent telephone communication and problem-solving skills. You will be responsible for handling customer complaints in a satisfactory manner, while also meeting department goals and maintaining a high level of schedule flexibility.

Key Responsibilities
  • Maintain accurate records of incoming and outgoing telephone calls.
  • Process credit card transactions, sales orders, and no-charge warranty orders.
  • Track packages and shipments as required.
  • Mail and fax sales literature and service information to customers.
  • Provide follow-up with customers, retail stores, or dealers as necessary.
  • Process consumer returns, including testing, replacement, and repair.
  • Assist with training newer CSR's on floor procedures.
  • Operate a computer to order parts, process credit card transactions, enter call history, document troubleshooting steps, and provide shipping and receiving dates.
  • Provide troubleshooting and technical service over the telephone.
  • Provide warranty information and assistance.
  • Investigate and respond to customer order and billing inquiries.
  • Provide non-warranty sales and/or service referrals for products and authorized service dealers.
  • Offer troubleshooting and technical support to newer CSR's.
  • Enter warranty cards into the computer system.
  • Contact consumers for missing information via phone, letter, or email.
  • File warranty cards.
  • Call-backs: Phone customers who have been placed in a call-back queue and provide assistance.
Additional Responsibilities
  • Provide all levels of support prior to supervisory contact.
  • Take, investigate, and solve customer complaints.
  • Interface with dealers to solve customer issues.
  • Provide detailed explanations of company policies and procedures regarding warranty and non-warranty issues.
  • Retrieve necessary information from customers and/or dealers and provide approval or denial of issues that do not require manager's approval.
  • Serve as back-up for other positions on an as-needed basis.
  • Lead periodic in-department meetings on products or processes as a subject matter expert.
Qualifications
  • A working knowledge of wireless networks.
  • Mobile computing, including Android and iOS devices.
  • Location-sensing systems.
  • Wireless technologies, such as Bluetooth, RF tags, and WiFi.
  • Routing protocols for wireless networks.
  • Monitoring wireless networks.
  • 1-2 years of customer service or telephone experience/employment in a technical call center environment.
  • Exceptional telephone communication and problem-solving skills.
  • Capable of handling customer complaints in a satisfactory manner.
  • Minimum 6 months with the department.
  • Meet department goals for the prior 3 months.
  • No written warnings within the previous 6 months.
  • Not on active Performance Plan.
  • Schedule flexibility.

This is a full-time position offering a competitive salary range of $40,000-$60,000 per year, depending on experience. We offer a comprehensive benefits package, including medical, dental, and vision insurance, 401(k) matching, and paid time off. If you are a motivated and detail-oriented individual with excellent communication skills, we encourage you to apply for this exciting opportunity.

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