Customer Care Specialist

Bell and Howell delivers technology-driven Automation Services and Automation Solutions that help businesses optimize performance, reduce downtime, and improve customer experiences.

Our Automation Services bring a dedicated team of expert mechatronic service engineers completely covering North America and backed by our Integrated 360™ advanced technology enabling remote repair, diagnostics, automated Smart Ops Dispatch™ and 24/7/365 technical assistance for our clients. We provide a comprehensive and certified level of support for thousands of diversified clients.

Our Automated Solutions product portfolio consists of next-generation equipment delivering best-in-class performance enhancing workflow efficiency and elevating customer experiences across multiple markets including retail, pharmaceuticals, packaging, mail production, ecommerce and manufacturing – all backed by the best service in the industry.

Position Title:
Customer Care Specialist

Shift: Mon
- Friday 2nd shift 2pm-10:30pm

Pay: 18/hr.

Job Summary:

Reporting directly to the Manager of the Customer Care Center, this person plays a key part in our Customer Service team! This role updates databases, answers support calls, and keeps record of important information.

Job Responsibilities:

• Answer phone support calls and log data into Customer Relationship Management (CRM) software
• Interacts with customers, company sales and/or service representatives to handle a variety of pre-sales or post-sales service functions.
• Receives customer requests and prepares documents/trouble tickets related to processing returns (RMA), servicing and exchanges.
• Updates databases with status of returned materials issues and accounts for returns inventory.
• Records and reports the status of equipment returns, repairs, replacements, sales orders and delivery schedules.
• Coordinate after-hours shipment of emergency parts.
• Maintains records of returns, schedule changes, product enhancements or changes and product pricing, and resolves return credit problems.
• May collect data and compile reports from monitoring software.
• Ensure seamless transition of activities between shifts.

Supervisory Responsibilities: N/A

Competencies (Skills, Knowledge and Abilities):

• Direct customer interaction (including troubleshooting assistance)
• Strong computer skills in using office programs (Excel, FSM Salesforce, and Word)
• Strong oral and written communication skills
• Demonstrated customer service skills
• Must be able to lift up to 30 pounds.
• Be a professional with drive, ambition, self-starter/motivator.
• Have excellent analytical and customer skills are required as well as a demonstrated ability to handle complex problems and find ways to address them.
• Demonstrate ability to develop and maintain an awareness of issues.
• Exhibit sound practice in issue identification, analysis, and resolution.
• Use effective verbal, non-verbal, and listening skills to meet BH business needs.
• Be personally committed to developing themselves, if relevant, their team members.
• Create and maintain customer relationships that are built on a foundation of consistent, high quality service delivery. Effectively, drill down into customer issues and quickly resolve issues, while managing internal and external expectations.
• Experience working in a call center environment

Education and Experience:

• A high school diploma or GED and a minimum of 1 - 2 years of related experience or equivalent combination of experience and education is required.
• Direct customer interaction (including troubleshooting assistance) strongly preferred.

Travel:

This position does not require travel.

Physical Requirements:

• Ability to remain in a stationary position 75% of the time.
• Ability to type on a keyboard.
• Ability to hear and talk.
• Ability to move about inside the office…