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Customer Service Representative

2 months ago

Irvine, California, United States QMerit Full time

Job Summary

Qmerit, a leading provider of electrification solutions, is seeking a highly skilled Customer Service Representative to join our team. As a Service Delivery Representative, you will play a critical role in ensuring the success of our network of electrical contractors.

Key Responsibilities

  • Provide exceptional support to electrical contractors, addressing their questions and concerns regarding our internal platform and open installation projects.
  • Maintain a high level of professionalism and establish positive relationships with contractors through effective communication.
  • Respond to incoming calls, emails, and chat requests from contractors, providing timely and accurate solutions to their queries.
  • Address contractor issues with problem-solving solutions and suggest enhancements or amendments to processes to improve the customer and contractor experience.
  • Support the Customer Service team with contractor-related escalations from customers, such as post-installation concerns or complaints.
  • Track and prioritize activities using our CRM, online dashboards, and customer activity portals.
  • Utilize customized templates and macros when responding to customers and contractors.
  • Enter or update customer/ticket information in our CRM, HubSpot, during and after each call or activity.
  • Stay updated on product knowledge and company policies or software changes, working closely with the management team.
  • Offer insights and suggestions for improvement on technology and processes.

Requirements

  • Advanced Microsoft Office skills.
  • Strong written and verbal communication skills.
  • Demonstrates a working knowledge of the technology tools required within assigned responsibilities.
  • Effective organization and time management skills.
  • Ability to manage multiple tasks.
  • Strong problem-solving skills.
  • Strong attention to detail and high level of professionalism.

Preferred Qualifications

  • High school diploma required.
  • Minimum 2- years' experience in a customer service-related field required.
  • HubSpot and Five9 experience is a plus.
  • Experience working closely with electrical contractors or service personnel is a plus.
  • Experience in electrical, field service, dispatch related jobs is a plus.