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Customer Support Representative

Purpose: Providing superior assistance and building positive customer relationships. Identifying specific needs and resolving issues for warranty and repair, while imputing information into a database. Provide solutions by following through and bringing closure with the goal of first call resolution to all customers.

Essential Duties & Responsibilities;

  • Processes high volume of inbound calls and other correspondence.
  • Communicates in a professional, courteous, friendly and empathetic manner.
  • Effective verbal and written communications skills with the ability to ask the appropriate questions and handle difficult/stressful situations as necessary.
  • Answers, investigates and/or initiates actions on customer inquiries efficiently, using all customer access channels (phone, web, chat, mail, fax, etc.)
  • Finds solutions to customer problems and assumes a high level of ownership for customer satisfaction.
  • Provide follow-up as required to ensure customer satisfaction.
  • Consistently meets or exceeds performance standards for service quality, accuracy and volume.
  • Schedules service appointments.
  • Communicates with internal and external personnel in a professional and timely manner.
  • Maintains accurate files and processes in order to maximize productivity.
  • Performs clerical support as needed.
  • Other duties as assigned.

Required Skills

Supervisor Responsibilities:

This position does not supervise others.

Education and Experience:

  • High school diploma or equivalent combination of education and experience.
  • Previous clerical experience preferred

Skills and Abilities:

  • Excellent verbal and written communication, and listening skills.
  • Basic reading and comprehension skills.
  • Basic numerical reasoning skills.
  • Ability to complete paperwork in an accurate, neat and efficient manner.
  • Demonstrated knowledge of software, including Microsoft Office.
  • Excellent organizational skills.
  • Outstanding customer service skills.
  • Ability to multi-task in a fast paced working environment.
  • Knowledge of GERS, Loft, WMS and Salesforce systems preferred.

Physical Demands:

  • Ability to sit, and reach at shoulder height regularly.
  • Ability to communicate effectively with customers and co-workers using telephone.
  • Ability to use vision to read documents and computer screen.
  • Ability to use hands to type information into computer.

Work Environment:

Corporate office and warehouse environment.

Work Schedule:

Schedule may vary dependent upon need.

Required Experience

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