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Customer Service Representative
ACS Solutions
Lenexa, KS
Full-Time
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- Performs duties related to overall customer service including post-sales support.
- May support sales team by notifying other divisions of customer concerns and trends.
- Responsible for maintaining quality and consistency of service by documenting and identifying trends in customer service needs.
- Performs on-site services for Aftermarket clients, installs new equipment and services, maintains / services and upgrades existing equipment.
- Provides instruction and education regarding products or equipment usage to customers and internal employees.
- Designs and manages product training for customers and staff.
- Confers with customers who contacts the organization by telephone or electronically, provides information about organization products or services, discusses customer accounts, and obtains and addresses customer complaints.
- Uses organization and product knowledge to address more difficult inquiries and provide follow up.
- Develops documentation used to solve difficult customer issues/requests/complaints.
- Directs queries to appropriate department or personnel, as needed.
- Researches published materials and secondary sources of information to find additional sources of information that can be recommended to customers to answer their questions to ensure customers' satisfactions are met.
- Collects and consolidates information regarding customer interactions and transactions, analyzes customer interaction and customer service trends to facilitate future needs in trainings and improvements in customer services.
- Confers with production, sales, shipping, warehouse, or other personnel to expedite or trace shipments.
- May promote various products/services to ensure business targets are met.
- May provide after-sales support for various client contracts.
High School Diploma/GED
Recommended skills
Customer Interaction Management
Customer Service
Sales
Instructions
Documentation
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