Customer Support Representative

Description

Position Overview

Under the direction of the Technical Support Supervisor, the Customer Support Representative handles a high volume of customer contacts through phone, email, and chat.  Agents perform technical troubleshooting and a variety of customer technical support duties in accordance with company policies and procedures.  This is a non-supervisory position.

Responsibilities

Provide Outstanding Service to Dealers, Consumers, and Service Providers:

Maintain good attendance and adherence to schedule.

Answer and respond to a high volume of phone calls, emails, and chat contacts from customers in need of technical support.

Support multiple queues. 

Follow posted protocols and diagnostics to help troubleshoot and resolve problems in a cost-effective way.

Create parts orders; dispatch service technicians; collect billing information.

Document and maintain comprehensive customer case records.

Efficiently utilize tools and resources

Achieve and maintain posted KPIs including but not limited to contacts, order accuracy, availability, and quality.

Promote a positive and collaborative team atmosphere with co-workers.

Build and maintain working knowledge of products. 

Complete all required training and ongoing education. 

Other duties as assigned

Requirements

Education:

Minimum high school diploma or equivalent required

Experience:

Demonstrated customer service experience required

Minimum of 1 year call center experience preferred

Other Requirements:

Working knowledge and experience with Microsoft Office suite or comparable software

Excellent written and verbal communication skills

Think critically to analyze and solve problems

Benefits:

We offer an excellent compensation package and team-oriented work environment with growth opportunities. Some of our outstanding benefits include:

Health & Dental Insurance

Company paid Life Insurance

401(k)

Paid Time Off benefits

Product discounts

Wellness programs