Customer Service Representative

1 week ago


Hebron, Maine, United States Orion Full time

About this Opportunity:

As a Customer Service Representative, you will provide technical support and assistance to customers via various communication channels. You will address and respond to customer inquiries on products and services, including installation, operational functions, troubleshooting, and maintenance. You will also be responsible for escalating more complex inquiries to a higher-level support team.

Key Responsibilities:

  • Provide technical support and assistance to customers via phone, email, or chat
  • Address and respond to customer inquiries on products and services
  • Escalate more complex inquiries to a higher-level support team
  • Provide customers with preventive maintenance and configuration recommendations
  • Record and route customer requested changes in an appropriate manner
  • Research, troubleshoot, and resolve customer complaints, technical problems, and billing issues
  • Follow up with customers consistently when necessary
  • Obtain customer feedback openly and without judgment
  • Effectively communicate customer issues, feedback, and concerns to all applicable internal staff members
  • Document support interactions, including details of inquiries, complaints, comments, and actions taken in customer database and/or Salesforce
  • Organize and maintain case assignments and correspondence
  • Maintain working knowledge of products and/or services
  • Stay up-to-date on industry terminology
  • Stay current on internal company communications
  • Prepare correspondence for company ticketing system as needed
  • Able to use one's time effectively and productively
  • The ability to find quick and clever ways to overcome difficulties
  • Ability to prioritize and manage multiple tasks
  • Maintains prompt attendance and timeliness
  • Respond to all employee inquiries via all company media
  • Work under close supervision of the Client Service Manager(s)
  • In-office work dependent upon the company's needs
  • Occasional on-call weekend coverage may be required
  • Performs other duties as assigned by supervisor

Requirements:

  • High school diploma or equivalent
  • Minimum of 6 months of customer service or call center experience required, preferably in technical support
  • Ability to multi-task while maintaining careful attention to detail
  • Possess ability to work effectively both individually and within a team environment
  • Works with a sense of urgency to meet deadlines and address competing priorities
  • Proficient with Microsoft Office software including Word, Excel, PowerPoint, and Outlook
  • Effective written, listening, and verbal communication skills
  • Effective problem-solving and organizational skills
  • Possess a basic understanding of the organization's products and services
  • Proficient on Windows OS, internet savvy
  • Obtains Orion Industry Certification
  • Owns and manages relationships with stakeholders directly and works effectively with people at all levels in an organization


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