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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 high performance in others. This role offers a unique chance to represent Therma-Stor, fostering positive customer relationships, addressing technical concerns, and ensuring exceptional customer satisfaction.

RESPONSIBILITIES
  • Deliver an exceptional experience for our clients by engaging effectively to resolve issues.
  • Handle incoming calls, emails, and chats from customers requiring technical product assistance.
  • Adhere to established protocols and diagnostic procedures to troubleshoot issues efficiently; if needed, identify the appropriate parts to resolve concerns.
  • Document comprehensive case records in the CRM system, ensuring accurate case histories.
  • 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 documented escalation procedures for customer concerns.
  • Uphold confidentiality and protect sensitive information acquired during the course of work, except when authorized or legally required to disclose.
  • Exhibit a professional appearance and conduct.
  • Demonstrate the ability to work independently and collaboratively with a customer-centric approach that balances customer and business needs.
  • Manage warranty and service programs effectively.
  • Performance expectations include:
    • Achieving and maintaining metrics for call volume, service levels, availability, call quality, and other relevant measures.
    • Punctuality and attendance, including logging in at the start of the shift.
    • Completing all assigned projects and maintaining good attendance.
QUALIFICATIONS
  • Proven experience in customer service with technical products (electrical, automotive, HVAC, electronics) is required; three or more years preferred.
  • Ability to efficiently log information into a CRM system; prior CRM experience or familiarity with digital tools is preferred.
  • Excellent written and verbal communication skills.
  • Capability to interpret and understand technical diagrams.
  • Strong analytical and problem-solving abilities.
  • Demonstrated effective interpersonal and communication skills.
  • Proactive attitude with a sense of urgency, evidenced by task completion and process improvement.
  • Meticulous attention to detail and commitment to high-quality standards.
  • Ability to present a positive and professional demeanor to all contacts.
  • Proficiency in Microsoft products, call center operations, and data entry software.