Receptionist, Customer Service​/HelpDesk

Location:

Lake Forest, CA, US

This position is to ensure all in-coming telephone communications from Customers, Distributors and Sales Representatives are handled in a timely, professional, businesslike manner. The goal is to provide superior customer experience by directing the call to appropriate departments.

• Address incoming calls with punctuality and the proper greeting per the ICS Customer Service Department Script
  .
• Determine the appropriate department (Support, Sales, Administration, Production, Marketing, or Other) and route the call accordingly.
• Monitor the switchboard to ensure calls on hold are handled promptly and customers are checked frequently.
• For Support RFS calls, enter tickets into the call ticket system, verify and update customer information, determine call priority, notify the Floor Manager of sites with a priority of down, and inform Floor Managers of frequently rebounded tickets and escalating customers.
• Communicate with technicians regarding customer call backs and any relevant information.
• Route escalated tickets, follow‑ups, and ongoing unresolved issues to the Customer Liaison and Tier 3 Manager.
• Practice excellent customer relations and ensure all customer issues are escalated as needed.
• Maintain asset management of all customer information, configuration, and pertinent data.
• Process administrative documents, including expense reports and install packets, and forward them to the appropriate departments.
• Maintain department part inventory and perform audits.
• Handle sign‑out of company property (phones, laptops, cars).
• Perform any miscellaneous administrative duties delegated by supervisor(s).

• Customer Service:
  Ensure customer satisfaction by addressing aggravated or displeased customers, responding promptly, soliciting feedback, and meeting commitments.
• Oral/Written Communication:
  Speak and write clearly and persuasively, listen for clarification, and respond effectively.
• Diversity/Ethics:
  Treat all people with respect and follow the chain of command outlined by management.
• Motivation:
  Demonstrate persistence and overcome obstacles.
• Dependability:
  Follow directions, respond to management direction, take responsibility, and complete tasks on time or notify the appropriate person with an alternative plan.
• Professionalism:
  Approach others tactfully, react well under pressure, treat others with respect, and keep proprietary Innovative Control Systems information confidential.
• Teamwork:
  Exhibit objectivity and openness to others’ views and contribute to a positive team spirit.
• Attendance/Punctuality/Overtime:
  Be consistently on time, inform management when absent or tardy, complete scheduled shifts, and work overtime as requested to cover coworkers.

• Education:
  
  High School Diploma (specific customer service training a plus).
• Experience:
  
  Six months or more of related customer service experience in a high‑volume, fast‑paced environment; answering multiple phone lines and dispatching calls.
• Other:
  Knowledge of MS Office (Word, Excel, Outlook), basic computer skills, ability to multi‑task with attention to detail, and aptitude/interested in learning technical information.

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the traditional indoor office work environment is usually moderate. There is no or very limited exposure to physical risk. This position may occasionally require travel, including overnight stays, as may be necessary to meet customer needs.

Normal risks associated with travel and/or installation of Company’s system may be expected.

Work Arrangement:
Onsite

Pay Range: $20.00 - $20.00 per hour

Benefits for this position include a 401(k) savings plan with employer contributions; medical, dental and vision insurance; wellness programs; health savings account; health care and dependent care flexible spending accounts; company paid short‑term disability and long‑term…