Customer Service​/Product Support PeerTech Pro

• Location 2300 WHITE OAK CIR,Aurora, IL, ,United States
• Base Pay $40,000.00 - $47,000.00 / Year
• Employee Type FT Exempt

The role of the Customer Care Representative is to provide product information and product support to new and existing customers. This position works closely with several departments (i.e. sales, accounting, production, and shipping) to ensure orders ship on time and complete. Provides a direct link to the Emerging Tech areas specializing in displays, and is a resource to customers for troubleshooting issues with outdoor displays.

HYBRID POSITION:
After one year of employment, this position is eligible to participate in Peerless-AV’s Hybrid Work Model.

• 3 years of Customer Service Experience or related area.

• Possesses an understanding of customer service satisfaction
• Exceptional Communication skills (verbal/written)
• Excellent problem-solving ability
• Strong organizational skills
• Familiar with newest wireless Technology
• Ability to explain instructions and processes verbally
• Display and projector knowledge a plus
• Conduct on-line research
• Microsoft suite (Outlook, Excel, Word)
• Perform basic math and algebra
• Ability to understand assembly instructions and technical drawings

• Various shifts: 9:30AM to 6:00PM

• Answer high volume of calls providing product information and support
• Build a rapport with customers to encourage repeat business
• Enter purchase orders with minimal error (meet daily quota)
• Understand the accounts in the territory assigned to support
• Maintain open communication with the regional sales personnel for the territory assigned.
• Consistently update ticketing platform after every interaction and status change
• Work with repair centers
• Coordinate shipping and freight for customers’ displays
• Work closely with the Returns and in-house display technicians
• Resolve customer complaints courteously while creating customer loyalty
  
  Generate reports/documents to support business goals and initiatives as needed
• Update customer records in ERP database as needed
• Troubleshoot wireless and weather proof display inquiries
• Other duties as assigned
• Aware of Quality & Environmental Policies & Objectives
  and understand your role & contribution towards these goals and how activities in your area contribute towards these objectives.
• QMS & EMS Master List
  – aware where to find documented policies, procedures & instructions
• Aware of Significant Environmental Aspects & Impacts
  (Environmental MGT System)
• Understand Environmental Compliance obligations
  & implications for non-complying
• Proper MGT & handling of
  Hazardous & non-hazardous Waste
  , including recycling.
• Participate & support Peerless
  Emergency Preparedness
  & response plan.
• Contribute toward EMS & QMS initiatives & improvements
  to support
  QMS & EMS Goals & Objectives.

• Professional, business/office setting.
• Prolonged periods of sitting at a desk and working on a computer up to 8 hours per day.
• Must be able to lift up to 30 pounds without assistance.
• Occasionally entering plant/warehouse (can range in temperature, humidity, and dust levels) using required safety equipment.