glassdoor sales-marketing customer service representative

Customer Service Representative


<strong>Summary</strong><br/><br/>Our Service Desk is a 24/7 call center. All candidates must be available for second and/or third shift, as well as able to work any day of the week, including weekends.<br/><br/><strong>Role and Responsibilities - Primary</strong><ul><li>Set up service calls per customer's request and coordinate resolution via internal associates or dispatch of a field technician</li><li>Clearly document work expected and completed by remote field resources</li><li>Provide telephone/remote support for end users and technical resources</li><li>Record field technician activity and ensure that all service calls are closed properly and ready for invoicing</li><li>Work closely with peers and cross functional teams to drive resolution while providing excellent customer service to all</li><li>Ensure that client service level agreements are met regarding issue acknowledgment, technician estimated on site arrival time and final resolution</li><li>Manage service calls from start to finish while providing a high level of communication with the customer</li><li>Enter orders for part shipments to facilitate onsite service resolution</li><li>Provides consultation, makes recommendations, gives appropriate advice, and/or facilitates decisions</li><li>Speak clearly, concisely and effectively; listen to, and understand information and ideas as presented verbally</li></ul><strong>Qualifications and Education Requirements</strong><ul><li>Excellent working knowledge of Microsoft Suite (Excel, Outlook, PowerPoint)</li><li>Knowledge of basic networking and phone systems</li><li>Retail or multi-store environment experience preferred but not required</li><li>Excellent customer service skills and comfortable with remote/telephone support functions</li><li>Familiar with incident management process and tools</li><li>Strong communications skills (verbal and written)</li><li>Ability to work in both team environments and as an individual contributor</li><li>Ability to sit for extended periods at a keyboard to enter information and read displays</li></ul>