Customer Support Representative

Customer Support Representative I

Provides front-line customer service support via phone to all our client's internal and external customers. Our client Retail Solutions is an inventory company that provides scanners and access points to our retail clients so they can conduct a self-scan inventory. They call into the Help Desk with various questions as to how to set up the equipment and view the reporting dashboard.

We walk the clients through the setup and inventory process if needed and assist them with any questions they may have.

Responsibilities:

• Provides assistance to customers during all phases of the inventory process.
• Assists customers with their questions about how to set-up and operate our equipment to successfully conduct their inventories.
• Coordinates internal operational activities to ensure each order/request is processed in a timely manner as agreed to with customer.
• Prepares and enters required client information/requests into department's database to document customer interaction and resolution.
• Works under close supervision to answer questions regarding company products and services.
• Directs callers to appropriate resources.
• Escalates complex questions to more senior representatives.

Qualifications:

• HS Diploma and College background REQUIRED
• Light IT background a MUST
• 1 YR. customer service experience a MUST
• Excellent communications skills.
• Computer literate; knowledge of Windows environment. (Knows what a "C" drive is)
• Worked remote previously a MUST
• Flexible availability (especially weekends) a MUST
• Must be able to multi-task in a fast-paced environment and work independently without distractions

Hiring Notes:

Some schedule flexibility may be available. Peak demand occurs during the first week of January. Willingness to work flexible hours during peak business periods. Ability to work in a fast-paced, high-volume environment. Candidates may need to start as early as 4:00 AM during peak week. All candidates will participate in a Teams video interview. Microsoft Teams with cameras on.