Customer Service Representative

Job Summary:

The Customer Service Representative provides inbound phone support, technical support and order management to their respective customers. They also provide outreach to existing customers.

Core Duties

• Answer inbound calls to the Company's main support line and take appropriate action based on the type of call, including:
• Answer basic questions about the company's operation, product, services
• Enter, change, and check on the status of orders using NetSuite ERP software
• Track and escalate support calls to the appropriate department or personnel
• Research customer account issues
• Screen and forward phone calls to XPEL employees
• Log all in-bound calls in to NetSuite
• Answer calls from customers and internal employees about XPEL's proprietary software
• Assist with setting up, activating, deactivating and managing of customer accounts
• Assist with the installation, operation, and troubleshooting of cutting plotters
• Support customers with basic questions about commonly used functions
• Resolve technical problems and escalating problems for further level of assistance
• Support customers with the use of XPEL's website and on-line ordering tools
• Participate in an on-call after-hours support rotation
• Monitor e-mail inboxes and other locations for inbound orders that need to be entered into NetSuite;
• Monitor the Company Support Queue, answering or forwarding cases to the appropriate party
• Finalize and process order fulfillments for XPEL's various locations and third-party fulfillment locations
• Use lists, criteria or scripts provided, make outbound calls to designated Customers or prospects for various purposes, including:
• Solicit feedback from customers about the Company's service, products or performance
• Inform customers about Company products, offerings
• Pro-actively call customers in response to automated alerts about order delays or other problems
• Other duties as assigned

Basic Qualifications

• High School Diploma
• 2 years of high-level customer and technical support experience
• Experience providing support through live chats and email preferred
• Knowledge of Excel, Word, Power Point and Microsoft Office Applications, with frequent utilization of Microsoft Teams
• Ability to communicate effectively via phone, chat and emails
• Excellent phone presence with high level of interpersonal, and organizational skills
• Sense of urgency and timeliness to meet customer service call demand

XPEL is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.