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Client Support Specialist

2 months ago

Dexter, Michigan, United States OPUS IVS INC Full time
Job Overview

Company Background

At Opus IVS, we are dedicated to advancing the automotive sector by providing assistance to clients facing intricate vehicle repair challenges. Our core values—Customer Focus, Innovation, Collaboration & Teamwork, and a Results-Driven mindset—guide us in developing cutting-edge technology that enables us to achieve our mission.

Since the late 1990s, Opus IVS has been at the forefront of the industry, offering modern collision repair facilities an integrated suite of leading diagnostic and calibration solutions, supported by expert technicians and innovative, patented technology.

Position Summary

The Customer Support Representative will be responsible for scheduling appointments, managing incoming calls, diagnosing product issues, and escalating concerns through established protocols.

Key Responsibilities:

  • Utilize internal CRM systems to schedule service appointments
  • Respond to incoming customer inquiries
  • Document and maintain accurate records of all customer interactions in the CRM
  • Follow documented policies and procedures to perform job duties
  • Diagnose product issues and escalate as necessary
  • Refer unresolved issues to the Call Center Supervisor
  • Escalate complex issues to the Senior Customer Support Technician
  • Perform additional tasks as assigned

Qualifications:

  • High School Diploma or equivalent, or three (3) years of successful customer service experience
  • Proficient in standard desktop computing, including Windows and Microsoft Office
  • Ability to engage professionally and work effectively with a diverse workforce and clientele
  • Accurate data entry and documentation skills
  • Willingness to work a flexible schedule and cover shifts as needed

What We Provide:

  • Competitive Compensation: We recognize your worth and offer a comprehensive compensation package, including salary, bonuses, tuition reimbursement, and a 401k match.
  • Paid Time Off: In addition to a competitive PTO package, employees enjoy paid holidays and floating holidays.
  • Comprehensive Benefits: Our benefits package includes essential offerings such as medical, dental, and vision coverage.
  • Growth Opportunities: Be part of a rapidly expanding company committed to enhancing safety in the world.

We are an equal opportunity employer. All applicants will be considered for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, or any other characteristic protected by law.

Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this role. Reasonable accommodations may be made to enable individuals with disabilities to perform these functions. While performing job duties, employees are regularly required to use their hands to handle objects, tools, or controls; reach with hands and arms; and communicate verbally. Employees frequently stand, walk, and sit, and occasionally may need to stoop, kneel, crouch, or crawl. Specific vision abilities required include close vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

The information provided above is intended to convey the general nature and level of work performed by employees in this classification. It is not intended to be a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this position.