Technical Support Specialist II - St. Paul, United States - Legrand AV, Inc.

Description

Thank you for your interest in becoming part of the team at Legrand

GENERAL PURPOSE

This position actively participates in, coordinates with, and guides the daily operations of the Customer Care team by providing assistance to customers as well as to Customer Care team members, and coaching the team on real-time issues and activities in support of departmental objectives. This position is a first point of contact for Customer Care personnel pertaining to issues that arise, and will provide additional daily coverage to the team through mid-shift scheduling.

DUTIES AND ACCOUNTABILITIES

• Maintain proficient knowledge of Company products as well as department processes and procedures by performing standard Customer Care Specialist responsibilities up to four hours per day, with more or fewer hours based on business need
• Provide information about the Company's products and resources to customers and sales team members placing inquiries via phone, e-mail, or fax
• Enter own and review others' customer feedback tickets in SAP on a timely and consistent basis, regarding the types of calls and inquiries being received
• Perform work at or above pre-established performance objectives
• Be the first point of contact for issues by maintaining accessibility to team members to work through customer and internal issues
• Ensure escalated customer situations, including the Product Claim process, are handled promptly and consistently with core values and legal requirements
• Update and monitor key performance metrics in Excel on a daily basis
• Provide assistance and coaching to team members with regard to daily, weekly, monthly, and quarterly goals and objectives including Quality Assurance, Productivity, Schedule Compliance, and various other activities associated to the call center production environment
• Monitor calls, emails, chats, and order entry in coordination with other Leads to review transaction accuracy in order to identify training issues, as well as improvement and recognition opportunities
• Provide training on processes and procedures to new hires and/or to individuals identified with issues during accuracy reviews and evaluate effectiveness of training
• Participate in department or cross-functional projects as assigned, and be an active participant in the development and enforcement of departmental processes and procedures
• Be a liaison between Customer Care and other functional areas
• Coordinate with other Leads to provide to monitor service levels throughout the day and make staffing adjustments as needed
• Consistently adhere to Company and departmental policies and procedures, protect the assets of the organization, maintain the privacy and confidentiality of information, and act with ethics and integrity
• Understand workplace hazards and take steps to proactively prevent and report hazards or injuries in the workplace. Cooperate in Safety Programs, initiatives, and investigations.
• Demonstrate our five core values of Integrity, Customer Responsiveness, Innovation, Passionate Contribution & Empowerment and Continuous Improvement

JOB REQUIREMENTS

Essential Knowledge, Skills and Abilities Required:

• Ability to multi-task and manage several responsibilities simultaneously is essential
• Acquire and maintain in-depth understanding of Company products and processes
• Thorough understanding of SAP system as it pertains to the order process - from order entry to invoicing and follow-up activities
• Broad perspective on the role customer service plays in an organization's strategy and growth
• Outstanding listening, comprehension and oral/written communication skills
• Outstanding customer service skills - including strong detail orientation and follow-through skills
• Proven reliability - attendance and punctuality
• Ability to confidently and effectively interact with co-workers at all levels in the organization
• Proven ability to demonstrate flexible and efficient time management and to appropriately prioritize workload based upon organization or department needs
• Ability to identify process issues and recommend solutions to improve department effectiveness
• Proficient in the use of personal computers, internet and MS Office suite of software including Word, PowerPoint, Excel and Outlook (or related e-mail system)
• Proven ability to work independently and as a member of a team, with minimal supervision
• Proven ability to make sound decisions within established guidelines
• Must be able to function in a deadline driven environment
• Must possess high degree of professionalism, resourcefulness and the ability to handle confidential information
• Outwardly be a positive advocate for the Customer Care Department and Milestone products, programs, policies and procedures

Minimum Education and Experience Required:

• Some post-secondary education and previous experience in customer service in a call center environment with at least two (2) years in a manufacturing or technical support environment; or combination of relevant education and experience
• SAP experience

Special Job Requirements:

• Ability to work flexible hours as needed, particularly in the training of new employees
• The high level of training and knowledge invested in the Lead position may require a minimum commitment of 12 months prior to considering positions outside the department

Preferred Qualifications for Internal Candidates:

• Proven demonstration of informal leadership; ability to train and motivate employees, as well as delegate effectively

WORKING CONDITIONS/PHYSICAL DEMANDS

• While performing the duties of this job, the employee is regularly required (for the majority of the working day) to sit and make coordinated movements of the fingers for data entry on a keyboard. Duties will occasionally require the employee to be able to reach above shoulder level, reach below knee level, bend, stoop, squat/kneel; and lift, push or pull up to 50 pounds.
• General office (call center) environment
• Long-distance or air travel as needed - not to exceed 5% travel

Note: Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time.

Milestone is proud to be an Equal Opportunity Employer. You will be considered for this position based upon your experience and education, without regard to race, color, religion, age, sex, national origin, sexual orientation, ancestry; marital, disabled or veteran status. We are committed to creating and maintaining a workforce environment that is free from any form of discrimination or harassment.

If you'd like to work in a fun, creative, business-casual environment that offers a comprehensive benefit package, we encourage you to apply

Legrand is an equal employment opportunity employer.

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