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Customer Service Representative

2 months ago

Vergennes, Vermont, United States Vermont Employer Full time
Customer Service Technician

This role is a critical link between our repair station and high-profile Military and Commercial customers.

As the primary point of contact, you will expertly manage complex inquiries, troubleshoot issues, and provide timely solutions.

You will be empowered to work independently under moderate supervision, making impactful decisions that drive customer satisfaction.

With your ability to prioritize and adapt in a fast-paced environment, you will build strong relationships with key stakeholders and collaborate closely with our manufacturing and operations teams.

Key Responsibilities:
  • Resolve inquiries and complaints from Military and Commercial customers.
  • Prioritize tasks and manage workload in a fast-paced environment.
  • Utilize internal systems and Microsoft Office applications effectively.
  • Communicate clearly with team members, management, and customers.
  • Follow company procedures, policies, and regulations.
  • Build strong relationships with customers and stakeholders.
  • Collaborate with manufacturing and operations to validate work and provide quotes.
  • Accurately document orders in SAP and ensure completeness.
  • Deescalate customer concerns promptly and professionally.
  • Adapt to changing priorities and solve problems independently.
  • Support customer visits and lead conference calls as needed.
  • Maintain up-to-date knowledge of products and contractual requirements.
  • Continuously learn and take on additional responsibilities as assigned.
What You Will Learn:
  • Advanced Problem-Solving Techniques: Gain expertise in troubleshooting complex issues and providing innovative solutions tailored to high-profile customers.
  • Cross-Functional Collaboration: Learn how to effectively work with diverse teams across manufacturing, operations, and management to deliver seamless customer service.
  • Customer Relationship Management: Develop skills in managing and nurturing relationships with Military and Commercial customers, enhancing your ability to influence and drive customer satisfaction.
  • Mastering Internal Systems: Deepen your knowledge of SAP and other internal tools, becoming proficient in managing data and processes that are critical to the organization's success.
  • Navigating Industry Regulations: Acquire a strong understanding of industry-specific regulations and contractual requirements, positioning yourself as a knowledgeable and trusted resource in the field.
Qualifications:
  • Typically requires HS Diploma or AA/AS degree (or other 2-year post high school training) with a minimum of 2 years of relevant experience.
  • U.S. citizenship is required, as only U.S. citizens are authorized to access information under this program/contract.
What We Offer:
  • Medical, dental, and vision insurance.
  • Three weeks of vacation for newly hired employees.
  • Generous 401(k) plan that includes employer matching funds and separate employer retirement contribution, including a Lifetime Income Strategy option.
  • Tuition reimbursement program.
  • Student Loan Repayment Program.
  • Life insurance and disability coverage.
  • Otional coverages you can buy pet insurance, home and auto insurance, additional life and accident insurance, critical illness insurance, group legal, ID theft protection.
  • Birth, adoption, parental leave benefits.
  • Ovia Health, fertility, and family planning.
  • Adoption Assistance.
  • Autism Benefit.
  • Employee Assistance Plan, including up to 10 free counseling sessions.
  • Healthy You Incentives, wellness rewards program.
  • Doctor on Demand, virtual doctor visits.
  • Bright Horizons, child and elder care services.
  • Teladoc Medical Experts, second opinion program.