Technical Service Advisor

1 week ago


Kansas City, Missouri, United States Rich Products Full time

Position Overview

The role of the Customer Service Representative is pivotal in delivering outstanding support to our clientele. This position is designed to assist both field technicians and retail partners by providing technical guidance on our proprietary equipment and addressing program-related inquiries. Exceptional customer service is the cornerstone of this role, ensuring that customer satisfaction remains our utmost priority.

Key Responsibilities

Customer Assistance:

  • Deliver technical support through various channels including phone, chat, and email.
  • Engage in troubleshooting processes ranging from basic inquiries to intricate problem-solving involving component testing and part replacements.
  • Coordinate repairs with external service technicians to ensure timely resolutions.
  • Process part orders from customers efficiently.

Customer Feedback:

  • Gather and relay customer insights to enhance service quality.
  • Actively seek feedback to ensure we meet and exceed customer expectations.

Collaboration:

  • Work closely with sales and customer experience teams to address customer needs effectively.
  • Maintain detailed records of customer interactions to support continuous improvement efforts.

Performance Metrics:

  • Achieve high customer satisfaction ratings in alignment with company standards.
  • Meet or surpass annual performance goals.
  • Complete all required training and development objectives in a timely manner.

Qualifications

  • A four-year college degree is preferred.
  • Minimum of one year of experience in customer service.
  • Proficiency in PC and Microsoft Office applications.
  • Experience with Salesforce or similar platforms is advantageous.

Core Competencies

  • Motivation: Demonstrates a strong work ethic and commitment to excellence.
  • Responsibility: Ensures timely and consistent completion of tasks.
  • Teamwork: Collaborates effectively with colleagues across various departments.
  • Initiative: Proactively identifies opportunities for improvement.
  • Communication: Exhibits strong written and verbal communication skills.
  • Problem Solving: Utilizes analytical skills to develop effective solutions.

Personal Attributes

  • Proactive and ambitious with a positive attitude.
  • Strong interpersonal skills that foster collaboration.
  • Organized and efficient in managing tasks and communication.
  • Creative thinker with the ability to innovate.

Rich Products Corporation is committed to creating a diverse environment and is proud to be an equal opportunity employer. We encourage applicants from all backgrounds to apply.


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