Client Support Representative

Position: Client Support Representative, 7a-7p
Hy-Tek Intralogistics

Job Description

Job Title: Client Support Representative

Department: Customer Service

Supervisor: Manager, Warranty Administration

Job Purpose:

The Client Support Representative (CSR) will assist in the support of all customers for warranty / service claims after a project has been accepted. The primary responsibilities of the Client Support Representative position will include internal and external communication and documentation for error resolution process, and interfacing with customers in high stress situations.

Essential Duties and Responsibilities:

• Works every day to deliver a world-class customer experience.
• Answer phone calls and emails to address any customer concern with the highest level of response and attention.
• Respond quickly to emergency situations, summoning additional assistance as needed and dispatching service technicians as needed.
• Document details of service activities in Excel to provide accurate and consistent communication internally and with the customer regarding case resolution.
• Perform other job-related duties as required.
• Stay current on any technical and non-technical training as required (i.e AutoCAD, OEM Training, OSHA, Electrical Code, etc)
• Be a subject matter expert in Hy-Teks' Customer Service functions.
• Develop and assist with customer training material.

Knowledge, Skills, and Abilities Preferred:

• At least 1+ years of customer service or related experience.
• High school diploma or GED required;
  Associates degree is preferred.
• Well-developed verbal and interpersonal skills required to maintain favorable customer relations.
• Demonstrated grasp of industry terminology.
• Demonstrated ability to work with clients using effective phone skills.
• Ability to work without direct supervision and a high degree of responsibility.
• Proficiency in Microsoft Office applications (Word, Excel, PowerPoint, etc.)
• Proficiency in Salesforce.
• Excellent problem solving, judgment making, analytical, customer service and organizational skills.
• Ability to manage time effectively and adapt to quickly changing priorities.
• Presents a professional image to customers and vendors.

Working Conditions:

• Sitting and/or standing for long periods of time
• Working after hours and weekends as required
• Possible exposure to noise levels exceeding recommended DBA levels.
• Exposure to various office noises such as computer, copier, printer, and fax machine
• Lifting up to 75lbs without assistance.

Job requirements listed indicate the minimum level of knowledge, skills, and/or ability necessary to perform the job proficiently. This job description is not an exhaustive statement of duties, responsibilities, or requirements. Employees may be required to perform other job-related duties as requested by their supervisor, subject to reasonable accommodations.