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Support Operations Representative

2 months ago

Louisville, Kentucky, United States Advanced Solutions Full time

Current Position: Customer Care Representative

Location: Louisville, KY

Position Overview:

The Customer Care Representative plays a crucial role in delivering exceptional support to clients, particularly end users, while embodying the values of Advanced Solutions. This position is essential in fostering a positive customer experience through effective communication and problem resolution. The representative engages with clients to address inquiries regarding products and services, while also managing and resolving any issues that may arise. Reporting to the Customer Care / Sales Support Manager, this role is integral to the Customer Care / Sales Support team.

Key Responsibilities:

  1. Handle customer inquiries via phone or email, assess requests, provide necessary information, or direct them to the appropriate personnel.
  2. Maintain and update customer records in the CRM database.
  3. Address customer inquiries related to software licenses and associated products.
  4. Continuously enhance knowledge of product offerings, pricing, marketing initiatives, and relevant data.
  5. Facilitate improved communication with clients to raise awareness and address questions about Advanced Solutions' products, services, technical support, promotions, and events.
  6. Monitor customer satisfaction (CSAT) feedback and alert sales representatives and management of any concerns.
  7. Summarize customer feedback for ongoing process improvements.
  8. Maintain a courteous and patient demeanor while interacting with customers.
  9. Meet established productivity, schedule adherence, and quality standards.
  10. Conduct regular follow-ups with customers.
  11. Adapt positively to changes and perform additional duties as required.
  12. Cross-train with other roles within the Customer Care / Sales Support team.

Required Skills and Qualifications:

  • Exceptional communication, problem-solving, and decision-making abilities.
  • Professional demeanor, capable of following instructions and working both independently and collaboratively.
  • Adept at multitasking in a fast-paced environment.
  • Strong attention to detail, a proactive attitude, and a solid work ethic.
  • Excellent interpersonal and organizational skills.
  • Effective verbal communication and listening skills.
  • Pleasant phone etiquette and a positive attitude.
  • Proficient typing, spelling, and writing skills.
  • Ability to manage multiple priorities independently.
  • Familiarity with software applications, including Microsoft Office Suite and CRM systems.

Minimum Education and Experience:

A High School Diploma or equivalent is required, along with a minimum of 2 years of experience in customer service.

Compensation:

The hourly rate will be determined based on experience. Advanced Solutions offers a competitive compensation and benefits package, which includes health, vision, dental, short-term and long-term disability, flexible spending accounts, term life insurance, and 401(k) plans.

Additional Eligibility Requirements:

Advanced Solutions will only consider candidates who are legally authorized to work in the United States for this position. Any employment offer is contingent upon the successful completion of a background check and drug screening.