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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
Equal Opportunity Employer, including Veterans and Individuals with Disabilities