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Customer Support Specialist
2 months ago
Position Overview:
The Customer Support Specialist serves as the initial point of contact for our valued clientele. This role involves utilizing various tools and resources to assess customer needs and provide solutions for complex accounts. The specialist will address both internal and external inquiries through calls or emails, ensuring thorough follow-up on specific customer matters.
Key Responsibilities:
- Manage incoming calls and emails from customers or technicians around the clock.
- Collect essential information from customers or technicians regarding the purpose of their communication and determine the best course of action.
- Document critical details related to service requests in the designated system, prioritizing service calls and setting customer expectations accordingly.
- Exhibit comprehensive knowledge of dispatch and escalation protocols during business hours and after hours. Oversee and assign service requests to technicians using the on-call system, escalating issues as necessary.
- Complete offline tasks as directed by management, including but not limited to work order management.
Qualifications:
- Minimum of 2 years in customer engagement, including experience with work order and asset management software.
- At least 1 year of proven experience supporting clients via phone or email.
- High School diploma or GED equivalent.
Compensation and Benefits:
The salary range for this position is competitive and varies based on individual qualifications, skills, and experience. This role may also be eligible for bonuses and incentives. We offer a comprehensive benefits package that includes:
- Health, Dental, and Vision Insurance
- 401k with Company Matching Contributions
- Tuition Reimbursement Program
- Life and Disability Insurance
- Paid Time Off and Holidays
- Employee Assistance Programs
- Wellness Programs and more.
As a subsidiary of Panasonic USA, we are dedicated to delivering innovative solutions in display merchandising and refrigeration systems to food retailers globally. Our commitment to excellence has driven our success since 1906, supported by a robust portfolio of patents and a focus on collaboration with our clients.
We are proud to foster a diverse workplace and are an equal opportunity employer. All qualified applicants will be considered for employment without regard to any non-merit-based factors.
