Customer Service Representative I
3 weeks ago
About this Opportunity:
As a Customer Service Representative, you will provide basic technical support and assistance to customers via e-mail, phone, or chat. Additionally, address and respond to customer inquiries on products and services, including installation, operational functions, troubleshooting, and maintenance. As we continue to evolve and live our Orion values, we are looking for someone to grow with us.
In this role, you’ll get to:
Answer incoming customer telephone calls in a courteous and professional manner
Respond to and investigate customer inquiries, concerns and issues in a timely and courteous manner
Provide customers with preventive maintenance and configuration recommendations
Record and route customer requested changes in an appropriate manner
Escalate more complex inquiries to a higher-level support team
Answer customer inquiries and provide accurate technical and/or product-related information
Research, troubleshoot and resolve customer complaints, technical problems and/or billing issues
Follow up with customers consistently when necessary
Obtain customer feedback openly and without judgement
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)
May require in office work dependent upon the company’s needs
Performs other duties as assigned by supervisor
We’re looking for talent who:
Has a high school diploma or equivalent
Has minimum of 6 months of customer service or call center experience required, preferably in technical support
Has 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
Is proficient with Microsoft Office software including Word, Excel, PowerPoint, and Outlook
Has effective written, listening, and verbal communication skills
Has effective problem solving and organizational skills
Possess a basic understanding of the organization’s products and services
Is proficient on Windows OS, internet savvy
Obtain Orion Industry Certification
Owns and manages relationships with stakeholders directly and work effectively with people at all levels in an organization
#LI-AP1
#LI-Onsite
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Salary Range:
$17.37 - $24.46The pay listed in this posting indicates the estimated pay at the time of this posting; however, may vary depending on geographic location, job-related knowledge, skills, and experience. In addition, Orion offers a competitive benefits package which includes health, dental, vision, and disability coverage on day one, 401(k) plan with employer match, paid parental leave, pet benefits including pawternity leave and pet insurance, student loan repayment and more.
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