Customer Care Product Specialist / PeerTech Pro

Peerless-AV® is a leading designer and manufacturer of award-winning audio solutions for over 75 years.  Our AV solutions range from interactive kiosks, outdoor displays, video wall mounts and more.  You may not know Peerless-AV® by name, but you have likely seen our products in malls, amusement parks, hotels, sport stadiums and/or different restaurant drive-thru.

• We are leading the industry by providing our customers with standard-setting product quality, service and value.
• We strive to create a fun work environment throughout the year, not just during the holiday seasons.  Employees look forward to our company parties with raffles, contests, lunch and laughs. 

The role of the Customer Care Representative is to provide product information and product support to new and existing customers. This position works closely with several departments (i.e. sales, accounting, production, and shipping) to ensure orders ship on time and complete. Provides a direct link to the Emerging Tech areas specializing in displays, and is a resource to customers for troubleshooting issues with outdoor displays.

HYBRID POSITION:

• After one year of employment, this position is eligible to participate in Peerless-AV’s Hybrid Work Model. 

QUALIFICATIONS:

Education:                  

• Bachelor’s degree

 Experience:                

• 3 years of Customer Service Experience or related area.  

 Skills/Abilities:      

• Possesses an understanding of customer service satisfaction
• Exceptional Communication skills (verbal/written)
• Excellent problem-solving ability
• Keen eye for detail
• Strong organizational skills
• Familiar with newest wireless Technology
• Ability to explain instructions and processes verbally
• Display and projector knowledge a plus
• Conduct on-line research
• Microsoft suite (Outlook, Excel, Word)
• Perform basic math and algebra

 Specialized skills:  

• Ability to understand assembly instructions and technical drawings

Work Hours:         

• Various shifts: 9:30AM to 6:00PM                

ESSENTIAL RESULTS:                

• Answer high volume of calls providing product information and support
• Build a rapport with customers to encourage repeat business
• Enter purchase orders with minimal error (meet daily quota)
• Understand the accounts in the territory assigned to support
• Maintain open communication with the regional sales personnel for the territory assigned.
• Consistently update ticketing platform after every interaction and status change
• Work with repair centers
• Coordinate shipping and freight for customers’ displays
• Work closely with the Returns and in-house display technicians
• Resolve customer complaints courteously while creating customer loyalty
• Generate reports/documents to support business goals and initiatives as needed
• Update customer records in ERP database as needed
• Troubleshoot wireless and weather proof display inquiries
• Other duties as assigned
• Aware of the Quality & Environmental Policies & Objectives and understand your role & contribution towards these goals and how activities in your area contribute towards these objectives.
• QMS & EMS Master List – aware where to find documented policies, procedures & instructions 
• Aware of Significant Environmental Aspects & Impacts (Environmental MGT System)
• Understand Environmental Compliance obligations & implications for non-complying
• Proper MGT & handling of Hazardous & non-hazardous Waste, including recycling.
• Participate & support Peerless Emergency Preparedness & response plan.
• Contribute toward EMS & QMS initiatives & improvements to support QMS & EMS Goals & Objectives.

 WORKING CONDITIONS:

• Professional, business/office setting.
• Prolonged periods of sitting at a desk and working on a computer up to 8 hours per day.
• Must be able to lift up to 30 pounds without assistance. 
• Occasionally entering plant/warehouse (can range in temperature, humidity, and dust levels) using required safety equipment. 

We offer stability, competitive pay, plus outstanding benefits, including Blue Cross Blue Shield PPO health plan with eye and dental care, 401(k) with company match, paid vacation and a friendly, progressive work environment.

All your information will be kept confidential according to EEO guidelines.