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    Customer Service - Boise, United States - Money Fit by DRS

    Money Fit by DRS
    Money Fit by DRS Boise, United States

    4 weeks ago

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    Description

    Summary:


    This working supervisor role combines your passion for solving complex technical problems with the rewarding experience of leading and mentoring others.

    This position is responsible for overseeing the Product Tech and Customer Service departments including supervising staff of Product Tech Specialists and Customer Service Representatives that respond to customer inquiries via phone, email, and chat.


    Leader Duties:


    Be a trusted advisor, provide expert guidance and support to your team of Technical Product Specialists and Customer Service Agents.

    Coach and develop staff in standard policies, procedures, and best practices.
    Establish and communicate service metrics. Monitor calls and metrics for development and coaching. Develop plans to address future customer requirements. Able to understand metrics to staff in accordance with gaps.
    Train reps on how to adequately address problems over the phone/email/chat channels.
    Work with management on customer service or product tech initiatives. Act as project manager for continuous improvement initiatives as needed.
    Responsible for interviewing, hiring, and training employees. Conduct timely performance reviews and evaluate performance. Responsible for disciplining and terminating employees.
    Address employee complaints and resolve problems.
    Handle customer escalations that cannot be resolved by Tech support or Customer Service Representatives.

    Technical Support Duties:
    Dive deep into technical issues, troubleshooting and resolving customer inquiries regarding our products.
    Prepare an annual budget and schedule expenditure as needed.
    Maintains knowledge of all aspects of the computer/software systems.
    Makes recommendations for system improvements. Improve customer service quality results by evaluating and re-designing processes as needed.
    Communicate and coordinate with other departments to resolve challenges and customer inquiries.
    Act as liaison between departments as needed. Review claims for mispack/mislabel errors.
    Assist with technical support requests from external and internal customers, including warranty claims, mispacks/mislabels, fitment errors.
    Resolve support issues and initiate correct procedures to manage claims and track problems.
    Order entry for special circumstances, shipments, and replacements.
    Verify corrections with Vendors to close the loop in the support cycle.
    Keep abreast of new company products and services.
    Occasionally attend trade shows and industry events to support company product lines.
    Other duties as assigned.

    Education and Qualifications:
    High School Diploma or GED required.
    Bachelor's degree preferred.
    1-3 years of customer experience and 2 years supervisory experience required.
    2 years of experience with powersports or motorcycle industry dealers or hands-on mechanical repair experience on powersports vehicles preferred.


    Competencies:
    In-depth knowledge of the company's products and their technical intricacies.
    Able to independently research product information. Highly motivated with ability to work independently and follow through on support issues.
    Excellent interpersonal and written/verbal communications skills.

    Strong computer skills, comfortable in using a variety of software programs, and possess a strong working knowledge of MS Excel and other MS Office products.

    Customer focus, conflict resolution, strong relationship building.
    Demonstrated ability to lead, develop a team and drive KPI and team results.

    Physical Demands:
    While performing the duties of this job, the employee is regularly required to talk and hear.

    The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms.

    The employee may be required to sit for prolonged periods. The employee may be required to reach with hands and arms above shoulder height and below the waist. Using proper lifting techniques, the employee must be able to lift up to 60 lbs. occasionally.


    Working Conditions:
    Heated and air-conditioned office and/or warehouse environment
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