glassdoor.com sales-marketing customer service representative

Customer Service Representative


Summary

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.

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