- Maintain an accurate account of incoming/outgoing telephone calls.
- Process credit card, sales orders and no charge warranty orders.
- Track packages/shipments as required.
- Mail/fax sales literature and service information to customers.
- Provide follow-up with customer, retail store or dealer as necessary.
- Process consumer returns (test, replacement, repair).
- Assist with floor training of newer CSR's.
- Operate computer to order parts (process credit card), enter call history, document troubleshooting steps and provide shipping/receiving dates.
- Provide troubleshooting/technical service over the telephone.
- Provide warranty information and assistance.
- Investigate and respond to customer order/billing inquiries.
- Provide non-warranty sales and/or service referrals for product and/or authorized service dealers.
- Offer troubleshooting/technical support to newer CSR's.
- Enter warranty cards into computer system.
- Contact consumer for missing information (via phone, letter, e-mail).
- File warranty cards.
- Call-Backs - phone customers who have been placed in a call-back queue and providing assistance.
- Available to work a variety of hours to accommodate customer requirements and established office hours (shifts).
- Work efficiently on outbound line as assigned to follow up on customer issues and document results.
- Adherence to break and lunch schedule within department standards.
- Provide all levels of support prior to supervisory contact.
- Take, investigate, and solve customer complaints.
- Interface with dealers to solve customer issues.
- Provide detailed explanation of company policy and procedures in respect to warranty/non-warranty issues.
- Retrieve necessary information from customer and/or dealer and provide approval or denial of issues that do not require manager's approval.
- Serve as back-up for other positions on an as-needed basis.
- Lead periodic in-department meetings on products or processes as a subject matter expert.
- Must have working knowledge of wireless networks
- Mobile computing including Android and iOS devices
- Location-sensing systems
- Wireless technologies e.g., Bluetooth, RF tags, and WiFi
- Routing protocols for wireless networks
- Monitoring wireless networks
- 1-2 years customer service or telephone experience/employment in a technical call center environment
- Exceptional telephone communication and problem solving skills.
- Must be capable of handling customer complaints in a satisfactory manner
- Minimum 6 months with department
- Meet department goals for prior 3 months
- No written warnings within previous 6 months
- Not on active Performance Plan
- Schedule Flexibility
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Representative, Customer Service II - Millersburg, United States - Overhead Door
Description
Job DescriptionResponsibilities
Qualifications
