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