Key Responsibilities
- Serve as the primary point of contact for all field service inquiries across phone, email, live chat/text, and social media.
- Learn the company's product line and diagnose/troubleshoot technical issues.
- Provide accurate, up‑to‑date information on products, services, and company policies.
- Strive to exceed team metrics such as response time and customer satisfaction ratings.
- Utilize CRM tools (including Salesforce) to document interactions, track progress, and identify improvement opportunities.
- Collaborate with cross‑functional teams (sales, marketing, operations) to resolve complex issues and ensure priority items are escalated and completed.
- Identify trends in customer concerns and recommend solutions to enhance the customer experience.
- Maintain accurate customer profiles, documentation, and internal data.
- Complete quarterly projects as assigned.
- Participate in required training and support the onboarding of new team members.
Qualifications
- High School Diploma or GED required.
- 2+ years of customer service or technical support experience required.
- Strong technical aptitude; proficiency with MS Office, Zoom, and Salesforce.
- Strong phone etiquette with the ability to communicate clearly, professionally, and empathetically.
- Ability to multitask and manage time effectively in a fast-paced environment.
- Strong analytical and problem‑solving skills.
- Bilingual Spanish is a plus.
Additional Information:
- Location: Edina, MN - 100% in-office
- Schedule:
U
Ultimate Staffing Services