Customer Support Expert - Embedded Agent -Paramus

**Customer Support Expert - Embedded Agent -Paramus** Location**NJ - PARAMUS** **Be the Voice of Support! Drive customer satisfaction through proactive repair updates at Sony Paramus!** This role will be responsible for active communication to the Sony Paramus Service Depot customers. This role will take the lead for monitoring repair statuses and providing continuous updates to customers via phone and email. Candidate will work in a fast paced, fluid environment and make independent decisions to the benefit of the customer base and department This role works onsite at the Sony broadcast and professional facility and works directly with repair and engineering teams as point of contact obtaining necessary technical information to support and/or expedite repair process if necessary. **Schedule and Location:** 40 hours per week; Monday-Friday;7:00am-4:00pm Sony Electronics at 115 W Century Rd in Paramus NJ 07652 ** What we Offer:** $24.00 - $27.00per hour, based on experience Medical, dental, vision, life and prescription insurance plans 401(k) optional retirement savings plan with employer match Paid time off Paid holidays **What you'll be doing:** Work in both office and warehouse/repair environment Responsible for handling incoming client and consumer customer inquiries and outgoing follow-up through phone and email, including services offered, repair pricing, delivery information, repair status, crafting repair estimates, processing approvals, no-fault-found troubleshooting, additional information required or accessories needed requests. Work directly with repair and engineering teams as point of contact obtaining necessary technical information to support and/or expedite repair process. Resolve customer requests, questions and complaints in a timely manner determining best use of resources and if necessary, corrective actions Ability to operate office software, equipment computers, terminals and phone systems as necessary. Handle new account inquiries and forward to the appropriate department(s) Maintain records, prepare reports and perform assignments and related clerical duties Share ideas and suggestions to improve the Customer Service department Work with CRM and Process Management information systems to analyze situations. Follow the Client’s scripting and training documentation to handle inquiries Continually learn Client’s processes and procedures Attend training provided by client to enhance knowledge base and repair processes **Qualifications:** Minimum of two (2) to three (3) years fulfillment/customer service center experience Familiarity with SAP a plus Multi-task oriented with excellent communication and problem-solving abilities. Knowledge of general business computer software and aptitude to learn new software applications Proficient in Microsoft Office (Access, Word, Excel, Outlook, PowerPoint) Excellent interpersonal skills, strong verbal (speaking, listening, interpretation) and written communication skills Excellent customer service skills inclusive of handling situations in a professional manner Ability to handle changing priorities and use good judgment in stressful situations Ability to work in a fast-paced and quickly changing environment Ability to work flexible hours, if/when needed, overtime as required Knowledge of Salesforce and SAP preferred **Requirements:** Must be able to use a computer, phone, and other standard office equipment Must be mobile and able to sit and/or stand for four (4) hours or more Frequent – talking, hearing, walking, sitting, repetitive motions, climbing, stooping, kneeling, crouching, reaching, handling, grasping Must be able to lift 30 lbs. Occasional – balancing, eye/hand/foot coordination Must have the ability to climb ladders in compliance with OSHA standards **We are an Equal Opportunity Employer** \#SONYREP

Salary : $24 - $27